Allow technician availability chart to show morning/afternoon rather than entire day only
In the 7.5 release of SD we are promised a Technician Availability chart, which is a good idea. However, it currently doesn't allow us to set a technician as available in the morning but unavailable in the afternoon or vice versa. I think this would be useful.
Enhancement Automatic Routing
Enhance the email auto-request generations engine with regular expressions for more intelligence, multiple criteria. Also allow more than just auto-assignment, but auto categorize, prioritization (such as users who are in 'executive' group get top priority), and special rules for systems that receive tickets from automated sources (i.e. An application that automatically generates an emailed request in a failure event won't be a requestor, and it won't need to receive email responses).
Extensibility through Web Services/SOAP/XML/WSDL
Add extensibility features for ServiceDesk (and other AdventNet tools) to build our own integration interfaces using web services technologies through published WSDLs. SOAP, XML, remoting, and mashup technologies to allow other people to build modules that would plug into ServiceDesk to allow enhance and use necessary services.
Only registered users could open tickets in SDP
Hello, We have some customers in Brazil and them suggested to us that SDP could has a option to allow or deny the ticket request from not registered users.
ServiceDesk Plus Views
Allow the following view to be seen under the requests module. A technician should be allowed to see requests assigned to him, requests assigned to his group but no technician and requests that aren't assigned to a technician or group.
Email CC'ing and Requests
When a user emails service desk and cc's another person in, how can we gain access to the cc information?
Notify technician(s) when attached problem is closed
When a problem is closed, there should be an option to notify each technician that has an incident/request attached to that problem. There should also be notification for the "reported by" person when a problem is closed.
Purchase Order with attachements
Possibility to had Custom fields in the purchase orders including adding files attachments.
Feature request smtp mail in and centennial inport or link
We don't use POP3 mail on our exchange server so would like to see smtp mail in. Facilities to connect to external 3rd party databases such as Centennial Audit would be good too. I've used the free demo and would buy this superb service desk software in an instant if there is a work round for the Inbound mail. Phil.W
ServiceDesk Plus and SupportCenter Plus Online initegration
It would be nice to recieve requests from customer's ServiceDesk when they escalate request to your SupportCenter. Or I don't know that it is already done?
Display emailadress in requests
Display all emailadress in requests, also CC if a adress is in this field.
Create Vendor from Outlook Contact
I would like to be able to create a vendor contact from an outlook contact as this is how any people send through their details, or are already our system.
On-demand scan for multiple workstations
Instigate a domain scan and update of selected workstations from any filtered or full workstation asset list, with a button to 'scan now' which performs an on-demand scan on the selected items. This would help in updating a set of PCs. If a new application had been installed in a single department you could filter their workstation list to show only their PCs and scan them all with a couple of clicks. This would be preferable to scanning on an individual PC basis or for the entire domain if only
Remote connection
A suite of remote features for a workstation like see who is logged in currently, connect to c$, reboot, WOL. All to help deal with a service desk support request. We use on an access db we have, but want this functionality now we are migrating to SDP
Hide fields from requester view
We need the ability to hide certain fields from the requesters view. For instance we need to add a field which says who in the Dev team is dealing with the incident. However we do not want the requester to be able to see this, which will then enable them to contact the dev team directly.
Support team tab
I would like to have the same feature as in Supportcenter, where you can show your online status and a list/tab over the support representatives. Very useful if the dispatcher needs to assign a case which should be taken care of right away without starting to call around. Regards Stefan
Assets Module - Bar Code Field & In Store w/ Dept Assign
Hi, We'd like a couple of ammendments to the Assets Module if possible: 1. When creating Workstation Reports, you cannot currently select the Bar Code field (You can for Resources). We'd like to produce Asset Acquisition and Disposal reports which will require both Serial Number and Bar Code (our organisations Asset label). 2. Bar Code is not available as a column in the Assets - Workstation List View. This would be handy as we have independent asset labels as physical identifiers. 3. Currently a
Paragraphs in work logs
The entry format for a work log allows for new lines, but once the entry has been made and is displayed within the call ll new lines are lost. This makes it difficult to enter detailed information, or rather to read any detailed entries.
Global View and Asset tabs for non-admins
So far as I can see the Global View and Asset tabs on the Home screen are tied to the admin role, but these are very useful views for, say, IT management to be able to keep an eye on the overall situation. It would be handy to have these tied to some other permission.
Technicians able to send/submit emails on behalf of requesters
The ability for a technician (ONLY) to send in an email on behalf of a requester (so that the request doesn't appear as coming from the sender/technician). This is useful if a technician is out of the office/on site; the email could have as the first line: REQ: Fred Bloggs, SUBJECT: Network down, PRIORITY: High Then the details can go into the body of the email. It would also be good to be able to update cases using maybe a CASE NUMBER variable in the first line?
Ignored e-mails should not re-open requests
Currently the system can ignore certain e-mails, like Out of Office, for the purposes of notification. However, these e-mails will still re-open a resolved call. Resolved calls should ignore the same things as notifications.
Solution ordering
An option to change solution ordering from its weird, tabulated left-to-right ordering, to a top-to-bottom folder order in line with the way Windows handles it. This would make more sense given the column spacing.
Secondary ordering
Currently I can arrange my calls either by assignment or due by, but ideally I would want to do both, firstly arranging them into assigned to me and not assigned at all, then have those further arranged by the due by date. However, so far as I can see SD+ doesn't remember the last order it used, it only runs the primary sort.
Improved "Due by" ordering
Currently if you order by Due By, with the ones due soonest nearest the top, then you get all the calls with no due by date above them. While this is logical owing to the nature of the ordering, it isn't very helpful, in the same way you don't order numbers 10, 1, 2, etc. It would be nice if the system was smarter in its ordering, with no due date treated as the latest possible rather than the earliest.
Usage meetering
Are there any plans for implementing "license Meetering"? As it is now you only have the sparse information of "Often, Frequently, rarely" and so on. This is not sufficient if you want to know if some licenses could be spared. It would be very nice to have actual timestamped usage meetering including max. simultaneous use at any given time. This feature should include a predefined report in the reports section showing at least key-figures for "managed" applications /Erling
Custom PO Forms
I have not found a way to customize the PO Form to include several standard aspects as noted below: 1. Selection list to Sites (If Sites had addresses associated with them) 2. Auto Generation of non-duplicate PO numbers as an options 3. Multiple approval Paths 4. Cost Center & GL Code information so Finance can use this module as well 5. Use of Roles where specific PO by department can be approved by that department approver 6. No Date stamp within the PO activity log for each step of the process
Access Restriction
An option to restrict user access, either by using a check box next to an imported AD account, only allowing imported AD accounts to be used or by only allowing selected AD OU's to be able to access the system. This is vital in areas such as educational establishment where you don't want students (or certain members of staff) to access.
SOAP interface
A SOAP/XML interface to allow data extraction for reporting without being tied to your data dictionary/changes, or for submitting/generating tickets from another interface, such as montoring tools or automation tools.
Advanced automatic request ticket routing
I would like to be able to receive a request via email and do multiple different things with it. 1) Route based on sender 2) Route based on receiving address (Would require multiple email inboxes) 3) Route emails to templates, which could spawn multiple requests (like a new user email from HR, which could spawn a PC setup, user account setup, security access badge, etc.) 4) Automatically close a ticket based on rules - such as an automatically generated alert could close a ticket. (i.e. Site24x7
Vendor edit/add role
I would like another role to allow a group to manage vendors.
Regular Expression Email Routing/Assignment
I would like route/assign emailed tickets based on regular expressions.
Edit Completed Date
An administrator can edit the created date but not the completed date. This is something we would need to do when entering or updating requests retrospectively.
Activity Report to match Global Request view
There is no report to match the global request view (which displays Inbound, Completed and OverDue requests for the current/previous week/month).
An SD+ index page for PDA web browsers to enter requests
Can we have the ability to submit a request from a PDA web browser (i.e. a cut down SD+ front page). The ability to add/amend whilst on site or whilst travveling from a PDA would be useful.
Business rules to add action of "delete ticket"
Add an action in the SDP business rules of "delete ticket". This will enable you to create rules to drop calls you don't want. It is cleaner than closing them, as we get ones from autoresponders, etc, which make new tickets and you don't need to keep a record of these. Also email non-delivery responses can make new tickets.
Time Spent in New Request and Templates
When entering a new request or creating a request template it would be efficient to be able to add Time Spent on the request all within the request window. Problem occurs when you make the field a mandatory item upon close it errors and then you need to edit the request to add time and then re-close the ticket. If you have a template that auto fills in all the fields it errors out as well since there is no Time Spent entered. So thus editing the ticket again to add your time then close the ticket.
Notification to user when incident has changed to Problem
Dear, Is it possible to provide the following: When a request by a technician is changed to a Problem or a Change the requester (end-user) receives a e-mailmessage that his original request is changed to this status (Problem an/or Change).
Can tickets be generated by alerts
Is there any way smtp can generate tickets from server system alerts
Edit Holiday List
In the list of holidays of the system SDP, does't have possibility of alteration in the date field. I think it is very important feature...Does anybody have this need? Rgds Carlos Junior
German Language Pack 6.0?
Hello! 1st sorry for my bad english! I work for the Firm is called Samariterbund.net . We have your Product Service Desk Plus 6.0. It runs fine and very good, but we have some people here with a big english problem.. We dont know if we can update from 6.0 to 7.0?! to work with your backend in german. So is there any German Language Pack for 6.0 avaible? lg ASB�
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