Purchase Order Template
Can we edit the default template or create a New Purchase Order Template, adding company’s header, footer, fields, layout, etc.
Multi-select Project Additional Fields
We would love to have multi-select project additional fields just like requests. We have several use cases: Align projects to more than one strategic goal. We currently have a Strategic goal pick list field, but can only select one A Stakeholder Groups field so that we can select from one or more major stakeholder groups (e.g. Staff, Faculty, Students, Community etc) for projects. I'm sure there are others that want this feature for similar reasons.
Font inconsistencies, no global font type and size configuration setting
Hi, Unfortunately we are on the latest version of Service Desk Plus on premises and still noticing a lot of messy font type and size inconsistencies.. For example, even though all notification templates are set to Calibri 11, when requestors create tickets
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
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
Allow linking of multiple changes to a single request/ticket
Allow linking of multiple changes to a single request/ticket. Right now, I can only associate 1 change per ticket. Sometimes we have several changes as part of a single ticket.
Add dynamic date filters to custom view
Would it be possible to add an option under Custom Views to filter for a dynamic date value relative to today? What I mean by that is to filter a view for example, Today (Last 24 Hours), Last 7 Days, Last 30 Days, etc. Currently, the system only allows
Add Asset to All in group & Assigned to Technician in Allow technician to view section
Hello, I need to allow the technician to view my site assets as separate. It will be great if you separate this section as well Thanks to the team
Requester view of tasks and approvals
I would like the requester to have more visibility into the progress of their Request Catalog request, specifically with the progress of tasks and approvals. I would like the requester to be able to log into the system and see what tasks & approvals exist on their request, the status of each, and who they are assigned to. All requester views of this information should be read only. I would also like the requester to be emailed (email should include all details) when a task or approval is assigned,
Assets - Additional fields - I would like to create additional fields that are specific to product types
Problem example I have mobile phone assets, they have a product type of "Mobile phone". They have an attribute of SSN number, so I have created an additional field called "SSN number". This additional fields is applied to all assets, so I now when I open
Service Request Quantities
Hi team, Im currently revising a number of our templates starting with service requests. Once thing we would like to be able to do is allow our users to raise a single request for multiple items in our catalogue (i.e. 5x Visio licenses or 10x Laptops),
Device type entries - where do I add them
Hi All I have searched to no avail, I am looking for the Storage Device, device type Asset Home > Storage Device > Edit Storage Device - this has a device type that contains DAS, NAS and SAN but I want to add USB HDD to the list but I cannot find the
Attach/Associate multiple changes to a single (1) problem
Often a problem will spawn several different changes, each needing their own approval and maintenance windows. Currently ServiceDesk only allows 1 Change to be associated with a problem. We currently have no way to associate the several changes needed to solve a problem. Adding the ability to associate several changes to a problem would be a great feature to allow us to understand all the changes spawned by a problem. There is a similar request in Projects to associate multiple changes to
Multiple changes per Request
It appears you can only have one change ID per Request ID or Project ID. We need to be able to associate multiple change ID's per Request or Project. If one request/project involves changes across multiple teams or systems, we'd like manage this with multiple change ID's. Is this possible now? If not, I'd like a feature request to allow this.
Attach multiple changes to a single problem
Currently a problem can have only 1 change associated with it. Often a problem can spawn multiple changes. Can ServiceDesk be changed to allow multiple changes to be associated to a problem?
Associate multiple Changes to 1 Request Ticket
Hello, Can you confirm if this is really the system behavior, i.e. you can only associate 1 Request Ticket to 1 Change Ticket? If this is the case, then I suggest that in the next release this relationship be changed to 1 is to many. This will cover this scenario: An RFC is raised to migrate server1 to server2, Change is implemented but needs to be back out fand closed as a failed implementation. A second attempt to perform the migration will have to be logged as a new RFC. In the current relationship,
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
Feature request to associate multiple changes to one project
Dear SDP Team, We would like to associate multiple changes to one Project.This is very important in our implementation. I would be grateful if you considered this in the next release. Kind regards, Seruken
Microsoft Entra Verified ID integration
Is Verified ID on the roadmap for integration with ServiceDesk Plus? We'd like to have a user verified when they call in for a password change and it show up as a choice in ServiceDesk Plus for them to click that then can be linked to a ticket.
Telegram survey
Hello friends. Please tell me, can I initiate a survey upon completion of an application in Telegram via the API? We have set up surveys to complete the application by email using standard means.
Notification draft in changes
Hi, Team, As it is possible in requests to save a reply before sending it, it should be also possible to do it on changes. However, there is no "Save" button when composing the e-mail as it happens on requests. As they are similar operations, they should
Notify change owner/change manager by e-mail when there is a reply for the change
Hi, Team, In requests, it's possible to have notifications when someone replies to a request: It would be nice if we could do something similar with changes like notify the change owner and/or change manager by e-mail when there is a new reply for the
Map "Reporting to" field to Head Department during import users from Active Directory
Hi, I want to get and set Head Department automatically during import users from AD. I think if you map "reporting to" to head department or other organization role, my problem solved. I think it's very good to prevent update manually and store old data and prevent from mistake workflow in request catalog. Thanks
Multiple Technicians per Ticket
Hello, It would be nice to allow multiple technicians per ticket. The secondary technician doesn't have to be the primary tech, but maybe just an "interested tech" I used another system called SysAid at my previous job, and they worded it as: Assigned
What variable to use in reply templates for "current user"?
When using the variable $Technician in reply templates the output is "My self". How do I output the name of the technician? Example of: "Best regards, $Technician" Any variable containing names are tied to the requester, not the technician. Thanks in
[SDF-55259] Customize My Request Summary
Hello, is there a way to customize the content of the My Request Summary for Requesters? What i mean is, for example, to have the following: Pending On Hold Closed...(etc.) instead of those "Pendind Approval" or "Pending Updates" which for us are currently
Date without time for additional fields
Is there a way to format additional fields to have the calendar date, but to exclude the hours:minutes from the field?
[SDF-42294] Resend template
Hello Guys, When we are trying to resend a email sent from a technician to a user (just waiting for an answer for a long time for example) there's no separation between the initial mail and the resend mail, no information about the date the first mail
Quick Dashboard View/Filter
Hi, It would be nice having a filter to quickly change the view of dashboard. Lets say, i'm on multiple groups, so sometimes, in a quick way i wanna know everything from that group. Filter by site it's nice but not enough, having more options it would be nice. Regards.
How do I edit an existing ticket?
I am a new user to Service Desk Plus. I recently submitted a SD ticket for my company's help desk and realized that I had gotten some details wrong and had accidentally omitted some details. No problem, I thought. I'll just go in and edit my ticket. No
AssetScan via QR-Code for SD+ OnPrem
When will asset scanning by QR-code be available for Servicedesk PLUS OnPremise? Aware that is is already available OnDemand, so it should be relatively easy to implement in OnPrem as well.
SLAs and break hours
Hi, We have configured a standard working day as 8-17 with lunch break at 12-13. We have also set up several SLAs connected to different support groups. Some support groups are completely outsourced to subcontractors with differing working hours. Some
inline image folder
Hi, I have noticed that the inline images (in tickets especially) are stored in /ServiceDesk/inlineimages which cannot be moved out of the install folder of SD+. This would be greatly appreciated if it could follow the same logic as for the attachment folder, which can be moved. Problem is that the inlineimages folder is getting pretty big and forces me to increase the storage space for a drive that should only contain the install files of SD+ and not its data which is mapped in a seperate and more
Attachment Request Api
,Hello and good day I would like to be able to attach files to a request while creating it. However, I am currently unsure of the service URL or method to achieve this, whether using Postman or Rest Api Could you please provide a reliable solution for
[SDF-43431] Priority field is not sorted
On the last upgrade for ServiceDesk Plus to Build 14.0 14006, the priority field shows the options with no order (sorted) when opening a new incident. how can I sort that field?
Priority set by email importance
Hi All, Would love to be able to set the priority of a SDP request based on the email "importance" field. Our SDP Priorities are: 1. Emergency 2. High 3. Normal 4. Low All new requests are set as "3. Normal" until they are reviewed. I'd like to be able to set SDP so that any email with the red ! flag goes straight to "2. High" and any with the blue down-arrow are set to "4. Low". Thanks... and keep up the good work. Brad
Feature Request: Options for Task Assignments
I wanted to discuss a potential enhancement to your system that could significantly improve efficiency and streamline processes. Background: As part of our staff onboarding process, we currently use a task template that includes multiple tasks assigned
[SDF-104847] Show RSS-Feed in Home or Dashboard
Hi, we would like to display rss feeds about security alerts on the home screen or dashboard. (f.e. https://www.heise.de/security/rss/alert-news.rdf ) Our attempt to embed the feed as a widget fails. Is there a way to integrate a feed and if so, how?
Maintenance Page
We have an On-Prem ServiceDesk set up. After performing an upgrade, and after starting the SD Service, we want to prevent the Users from logging in and submitting tickets, until we can check the system and confirm the upgrade is successful. So, in case
Service Desk Plus intergrating with Sharepoint
We are running 7.6.0 build 7600 and we want to intergrate our sharepoint intranet with our help desk. Is there a webpart for requestors and technicans that we can plug in to our sharepoint site?
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