Link and Merge Requests from "Previous Requests" view
Often, when we want to link a request to another request, both of the requests are from the same Requester. It would be handy then, when looking at the "Previous Requests" view, to be able to select items from that list and link or merge them into the
SLA Escalation notification sent to respective groups
Dear Team, Currently we are sending the SLA escalation to leads and $ticket owner instead of leads can’t put groups using $ group_name that should sent respective assignment group. Incase if that ticket is not assigned to any group in that case, it should
Way to add more additional fields?
Hi everyone, we are running short of additional text fields on Request side, there's a way to expand them?
Additional scheduling options
Could you consider adding additional scheduling options for reports and preventative maintenance task please. What I'd like to be able to do is schedule work for the last monday of every month as an example. Also the monday of the last full week of a month. Maybe the easiest way to do these obscure ones is to allow a calendar type picker and allow multiple dates to be selected and it create a schedule from that. If it is essentially a manual scheduling process, maybe it could have an option to send
Who viewed the announcements!?
Many users always complain that they did not see IT's announcements about the service interruption. And they blame the problems on IT. This is a big problem. Maybe they are lying! In my opinion, add the ability to add the total number of people and the
[SDF-60437] Consumables and accessories
How can define, add and manage Consumables and accessories in CMDB? Such as: Patch Cord Cables- Sockets- Printer Cartridges, RAM,CPU-HDD, HDMI & VGA Cables-DVD & etc...Like managing parts warehouse. What's best practice for it?
[SDF-38783,SDF-38963,SDF-37516] Extend User Groups Filters
Does anyone know how can you filter User groups based on User custom fields or based on CI ? There was a feature request about 7 years ago SDF-38783
How to easily edit a relationship in CMDB?
Right now if I want to change a relationship between to CI's I need to do several steps. Enter one of the CI's Select Detailed View Select Relationships Select List View Select the Relationship Delete it. Add a new relationship to replace the one that
All My Requests - default view filter for requester - how to??
Hello! Our requesters want see "All My Requests" as default view filter in SDP 9 How to?? http://odarchuk.com
How to restore deleted solution
Does anybody know how to restore accidently deleted solution ?
Creating new ticket by searching by Employee ID instead of full name
Is it possible that when creating a new ticket to be able to search for the user by their Employee ID instead of having to search for the first name and waiting for the list to drop down?
[SDF-77449] Field and form rules are not reflected on SDP mobile application
Field and form rules are not reflected on SDP mobile application..! these rules are working fine within the web app, but everything is broken whenever we trying to use a mobile app..! App build is: 11104 Mobile app version: 5.4 DB: MSSQL
Improve Custom Module!
Custom Module is very good idea, but its incomplete and please add these options to Custom Module: Form and Filed Rules Additional filed management (Now, I created a filed and I cannot delete it!) Set permission technicians to access Custom Module on
[SDF-46395] Auto Assign based on First Response
Hello, I see a couple of old threads on this dating back years. Each time the response is that it's being worked on, and to look at the road map. I have never seen this mentioned on the road map and each time there's a new patch available this is literally
QR Scan to open ticket
There's ticketing product that implements QR code scanning to open up tickets. Would be slick if servicedesk was able to do that, where users can scan a specific QR code that opens directly to a specific instance "HR, IT, Marketing, etc." , then fills
Add comment when assign request to Technician
Hello.pls, add ability write comment to request when assign request to Technician
Azure DevOps Intergration
Hello, According to this link : https://pitstop.manageengine.com/portal/en/kb/articles/azure-devops-integration it should be possible to integrate with Azure DevOp for requests. My Question is : Is this aslo Possible integrate with Azure DevOp for change
[SDF-72561] API for add dependency to request
Hi, I want to add dependency to request, but I didn't find it. Do you have any document to do it? SDP v11.2.07 DB: MS SQL Thanks for helping
Removal of group & technician notification duplication
I would like to see smarter notifications. * When a call is assigned to group X and technician Y, group X should not be informed if technician Y is. *If a call is assigned to technician Y by technician Y then no notification should be sent to technician Y.
Approval by e-mail
Has this feature ID SDF-41144 been implemented. And if not, when would this be expected. Would be very helpful to approve/reject requests by replying on the e-mail notification, especially when not connected to the internal network.
Change request approval template
Is there a way to edit/customize the email sent by the system when a change control is moved to the approval stage? I would also like to customize the system emails sent for contract expirations Thanks Karen J.
About Parent ID or Request ID's initial to distinguish Incident and Service Request
I have been implementing SDP for a client (Enterprise license) and they ask for a way to distinguish Incident and Service Request based on Parent ID or Request ID's initial. I know SDP has a feature that is Delimiter but it still recognizes both as Request
deleting/changing on behalf of
we frequently receive requests on behalf of users that the request is not for (i.e. my manager said i need so they put on behalf of the manager when the requester is the one that requires the service). I wanted to know if you can look into an enhancement where an SDAdmin can delete or change who the on behalf of user is. We can change the requester but once the on behalf of field is used, it cannot be changed Thanks Judith
Associate Multiple Changes to One Request
Hello Help Desk, My department would love to be able to associate multiple requests or changes to one request or change. For example, I have one request open that relates to two changes. However, I cannot associate two changes to one request. Therefore, I have to create another request to link to the other change. I'm not sure if this is in the works or not, but we would really like to see it implemented. Thank you! EDIT: I've realized that you can associate multiple requests to one change, but not
Forms & Rules Export
Dear Team, it would be GREAT if there is a function to 1. Export a form with all it's attributes (Fields, rules,etc..) to a file which can then be imported again. This will save a lot of time and issues when you run in a corporate environment with a Development,Test,User Acceptance & Production area.
Show Ticket Number Request and Type in Change
Hi, Is there an option to add the information of the tickets associated with the change to the columns? We are looking for the first view to show us which ticket it is associated with (ticket number) and what type of ticket it is (incident or requir
Delegate approval on Service request
Dear ServiceDesk Team, I don't see the feature delegate approval service request to others user/technician when the approvers out office or need delegate approval process. Could please give us any idea to realize this ? Thanks & best regards.
Improve Technicians Access
When I set View permission on Technicians roles, all of them can see all of solutions. And this problem exists on their owned assets, Maintenances and reports. But ISMS department does not this accept vulnerabilities. and this is big Access issues. Please
Default PO Approvers set off Cost Centre Owner
Currently within the purchasing module, there does not seem to be a way you can automatically make the owner of a cost centre the defaut approver of the purchase being made. Due to human error it is possible for a person to enter the wrong cost centre from the drop down list, but then select the correct approver... It sometimes then occurs that as the manager/approver sees the request, they dont check the cost centre loaded against this and still approve the PO. This then affects what cost centre
[SDF-103120] Disable on hold scheduler
Hi, Can we please get a global option to disable the "On Hold Scheduler" that pops up whenever the request status changes to a status that stops the clock? We have set up field and form rules that in some cases automatically changes the status and this
Can't set closure rules based on support groups
Closure rules seem to be all or nothing. I would the option to be able to set closure rules based on support groups. For example, all Helpdesk Technicians should complete the woek log before being able to close their ticket. Apps Technicians do not need
My licensed Manage engine service desk Enterprise
I have a question regarding my ManageEngine Enterprise Edition licensed version. Could you please provide me with the details regarding the maximum number of users, technicians, and nodes that I am allowed to associate with the ManageEngine ServiceDesk
Linux AD Authentication
Hello, Just wondering if AD authentication is still on the road map for ServiceDesk Plus when installed on a linux platform? If so, is there an approximate ETA for this feature? Thanks, Chris
Text labels on forms
We have a number of custom forms where we would like to display custom text the user cannot alter. We were able to do this on our very old in-house developed service desk application. For example, on some forms we need to have a notice that the user is making a formal, legal declaration when they submit the form. I am currently using a custom field as a text box but this is watseful of those boxes. I suggest adding an extra set of "additional fields" for forms that allow text to be displayed
Asset loans - great feature, but...
Hello! Love the addition of the asset loan functionality, it's going to be really useful in the future, however it doesn't quite meet the needs of equipment booking yet. When bringing up the booking form, it would be good to be able to see at that point what assets are available to be booked, based on what's already booked. Otherwise, you have to bounce around screens to work out what's available and then book it. The booking dates need to allow for time as well - one device could have multiple bookings
[SDF-76158] "Reply to a request" feature in v3 of REST API
I am trying to add a reply to a ticket based on its ticket number using API. In v1/v2 they had an operation "REPLY_REQUEST" which helped in adding replies to the ticket. Is there a similar feature in V3? I tried looking in the documentation but was not
Need a feature for technicians to 'Watch' or 'Subscribe' to a Request
Sometimes more than one technician needs to be involved on resolving a request or staying updated about progress for a particular request. This is a Feature Request to add 'Watch' or 'Subscribe' functionality to ServiceDesk Plus. A technician should be able to 'watch' or 'subscribe' to a request and receive notifications when a requester replies, a note is added, or updates are made to the request. Another possible way to alert multiple technicians on a single request is to allow multiple technicians
Update IT Asset Inventory
Dear Team, Share the process for IT asset update in Asset Model
Feature: Export Project to MS Project
Hi ManageEngine, Since ME SDP can import projects from MS Project, can we make the reverse true? Feature Request. Regards, Ana Rodriguez
Task Enhancement
Hi, From working with the tasks in request templates it would be great to have the following features included The ability to format the task description using rich text so we can add bullet points and make text bold so it stands out Would be great to be able to set a task to only create at a specific time of day The option to set rules that a task only creates on a specific day of the week (i.e. we have tasks that only create if its a Monday) The option to create a task template from a task without
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