Request Reports: Response Time to User Request group by States
I think the report Response Time to Closed User Request By State is very important Example of content of the report: REQUEST|STATE | AVG(TIME TO RESPONSE) 123 | OPEN | 00:15:00 123 | ON HOLD | 02:10:00 123 | CUSTOMER HOLD| 01:05:00 It's possible to have this report? Somebody have this need? Rgds Carlos Junior
Spell Check for Resolution
I'd like to see if the Spell Check feature will be added to the Resolution and other text fields.
Overload the Network in the Submit a Request - Change the Template
It would like to know if it's possible after the generation of requests is personalized and only shows some information (the request XXX is generated with sucefull!), because it overload the network. It's possible have this resource? Somebody have this need? Rgds Carlos Junior
Adjustable attachment maximum size
Allow administrators to adjust the 10 mb cap for attachments to requests, both up & down.
User hierarchy
A request asked of me by my manager for when we implement SD 7. Is it possible to have a hierarchy of users for ticket viewing. An example using our organization. We would like to have each sales teams individual manager to view their team's requests. In addition we would like the Directors of the three sales "categories" to be able to see all of their various teams' requests (each manages 4 teams who each have a local manager as well) and at the top level, we would like the VP of sales to be able
More focus on the Work Log
Hi guys, If possible I'd like to request that the Work Log component is expanded to allow some formatting. At the moment all carriage returns are removed which makes some of the details entered in the work log very difficult to read. Some basic formatting (ie breaks, bold, etc) would improve this greatly. Cheers, Angela.
2 Level Sign Off
Would it be possible to add a 2 Level Sign Off, ie. if a technician 'closes' a call, it simply closes pending confirmation from (e.g) an IT Manager/Customer Services Manager? Sometimes a technician feels a call is closed, but a bit of investigation reveals the problem is a) recurring b) part of a bigger issue or c) not in fact resolved!!
Holidays
In the "configuring holidays" section, I'd like to be able to set recurring annual holidays rather than having to enter the holidays individually for each year. Carolyn
Add feature to archive & restart Surveys
One of the current issues, is that if you add/remove survey questions, the ratings & satisfaction grade doesn't properly reflect actual values... I would like to see a feature that allows me to archive previous survey results prior to the modification of a survey. This will prevent past surveys from being included in the new survey definition.
Add Survey Results Report
I would like to see a survey that displays each technician with: - Number of surveys that were completed (count) - Their average rating (average) - Their satisfaction grade (percent total)
Update SLA
SLAs normally include "time to respond;" however, SD+ bases its SLA process on "time to resolve." It would be nice to have a date/time field for technician response to requester, and then be able to create a SLA rule based on response time.
Add Accounts (similar to ServiceCenter)
We use SD+ for internal, as well as external customers... ServiceCenter is nice; however, it does not have the ITIL compatibility that we require when managing our accounts. I would like to see the 'account' portion of ServiceCenter added to SD+
Edit the name of default status
It will be great if we could edit the name of default status in SDP (Open, Closed, Onhold and Resolved). We use SDP in Brazil and in Brazil exist to many few people can understand english language. Here, this feature is very important.
Notification when exists a Due SLA Status without needs to escalate to another technician level.
We want that SDP sends a notification to technician or group without needs to escalate to another technician level.
Request Reports: Filter by Site for Requests
This functionality should extend to request reports so you can select Site to the requests reports. Then it's possible to filter requests by sites.
Request Reports: response time to user request, by state resolved
Currently you can't create a report, of the delay, of a user in responding a resolved request. In the case what the user it creates a request wiht high priority, and this one does not close the request. PD: Forgive for my Englishman
Customizeable Linked Fields - Users/Customers
Is there any way to make the managing product type/products any more viewer friendly? Currently they are separated on different pages. From the way I look at things and understand product types/products, it seems to me that it could stand to be combined into one page. New PRODUCT Type button at the top of the heirarchy Product type 1(Add new product 1) **Collapsable product list Product type 2 (Add new product 2) **Collapsable product list etc... Something like this would make it immensely easier
User Notfication Granularity
Functionality to "Acknowledge Requester by Email when a new request is received" when Group = "XYZ". This would provide an automatic way to send notifcation emails upon updates of certain types or groups of tickets while not sending updates for others (such as automated incoming alerts).
Request Reports: Filter by Impact
Currently you can only apply an impact filter on problem reports. This functionality should extend to request reports so you can select Impact from the drop down column list.
Additional button �Save & Resolve" in the View Requ
Is it possible to provide an additional button �Save and Resolve" in the View Request page. This would be very helpfull. Marc Huybrechts Co�rdinator Infrastructure ICT / HRD & Antwerp World Diamond Centre ------------------------------------------------------------ Tel +32 (0)3 222 06 88 / Fax +32 (0)3 222 06 89 Email : Marc.Huybrechts@awdc.be ------------------------------------------------------------
Redesigned criteria/rules selection
The criteria selection process for things like business rules, the spam filter, etc., is limited, not to mention buggy. What I propose is a new rules module that operates more like the rules in Microsoft Outlook. This would allow for much more advanced filtering capabilities throughout the system.
CSV import auto select fields
It would be nice if the CSV import feature would automatically select field columns if the names match those on the CSV import page. IE: 'First Name' would select the column in the CSV titled 'First Name', 'Phone' -> 'Phone', etc... This would help speed up the import process, since I'm unable to use the AD import feature (we are a sub-set of a larger domain and don't want to import every user).
Copy Business Rule
Business Rules have given flexibility in SDP but currently rules cannot be copied as a template for another rule. It would be useful if rules can be copied, then edit the parameters afterwards to adjust for that particular rule.
Real-time Global View
The Global view in the administrator's home page does not refresh and provide a real time view. It woul be better if this updates at least every minute to have a better dashboard for the administrator
Import Category List from CSV, XLS
Category List can be imported from a csv or xls file. This is useful to mass adding of categories, sub-categories, and items.
Hide recipients of software notifications from each other
Introduce the ability to send the e-mail software notifications blindly to recipients so they don't know who else has the software installed. Also add the facility to copy the e-mail to another person(s) At present all recipients of the notification see who else got the e-mail, and you don't want to accidently tell the person in accounts to uninstall the latest music screen saver at the same time as the Head of Finance, the hassle factor for the service desk operative and embarrasment of the HoF
Remove the node license feature
Rethink the way the product is charged for, removing the need to license based on items in the asset register. The model introduced for V7 may be good for adventnet but is less desireable for the end customers of the product. If it must be asset based , then restrict the count to Workstation type devices, ones where the tool adds significant value by being able to log in and collect data about the item. It does nothing for a USB attached printer for instance so it shouldn't be counted. Some would
Editing closed requests
Once closed, the request must be documented and preserved to future audits. To improve the credibility of this process, tickets that were closed, should not be editable. If a closed request must be edited, these must be reopened (only for authorized technicians - these technicians should have specific roles in them credentials); after been reopened, the technicians can edit them.
Maintenance Windows in Operational Hours setup
8) I know its asking a bit much, but if the operational hours setup had the ability to assign a standard maintenance window, this would go a long way to ensuring changes were applied during the window and also that the users would know when systems may not be available. Even in a 24x7 environment.
Notification Rules using Role assignments
In TrackIt we used groups to assign notifications so that items did not get missed when assigned to single individual who is on vacation or special project. It would be very positive if we could use this same concept in SD+7!
"Do you want to save changes?" popup
Would it be possible to have a pop up asking "Do you want to save your changes?" when exiting from screens after making changes to text fields? Thank you.
Report per Site
Hi I want to have a Report per site. SELECT dpt.DEPTNAME 'Department', wof.UDF_CHAR1 'Filed SITE', <-- THIS is what I'm searching for wo.WORKORDERID 'Request ID' FROM WorkOrder_Threaded wot INNER JOIN WorkOrder wo ON wot.WORKORDERID=wo.WORKORDERID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID LEFT JOIN WorkOrder_Fields wof ON wo.WORKORDERID=wof.WORKORDERID WHERE (wot.THD_WOID=wot.WORKORDERID) Does some one knows how to make this report? Field Site is the Site from the Admin --> Sites
ServiceDesk integration to Novell eDirectory
Hi all, Any thought of integrating ServiceDesk plus to Novell eDirectory, just as you currently do with Microsoft Active Directory?
Purchase orders
Whe�re missing notifications for a purchase order manager when a PO is created. It should work in the same way as the other groups in the request module and have the ability to send notifications. It would be nice to choose the po manager in the same way as you choose technician or choose the group po managers. Rgds Stefan
Email Conversation Flag Option
Hi When emails are sent to or from servicedesk, from the request list view you see the icon that shows the last message status which indicates (green) sent by servicedesk (red) recieved by servicedesk. Would it be possible to set up a flag to show that when the recieved message has been read it changes to yellow or orange for instance! When you have a long list of requests i find that you keep having to looking into each request where there has been a responce so a flag (mark as read) would help
Calendar View for Reminders
Would it be possible to implement a calendar view for reminders? We have a co-ordinator who assigns jobs to the technicians so when jobs come in that need to be done on a pre defined date we set a reminder but this has two issues 1) You only get an email as a reminder 2) You can only set a reminder for yourself and not for multiple. A calendar view would make it a lot easier to monitor. Regards Mike
Way to flag up new requests created by requester
Hi I am looking into ways to make it easier for our co-ordinator who assigns jobs to the technicians to be flagged when the requester creates a new request either by email or web. At the moment we have to use lots of view filters but this means the view has to be changed from one to another all the time. Is there already somethin in place that i am not aware of or if not could something be implemented? Regards Mike
Assign "Problems" to groups
Our 1st line group handle all "requests". 2nd or 3rd line groups deal with "problems" and "changes". The s/w does not allow a tech to assign problems to a 2nd/3rd line group but forces them to choose a single technician. For a medium-large organisation using this s/w, this seems like a glaring omission. How is each tech expected to know which tech to assign a problem to? Consequently, one cannot filter problems by group, so the ability to effectively monitor each groups workload is greatly reduced.
See a ID column in list of tasks
Today, ee cannot see a ID column in list of tasks in a request as it is possible in a list of requests. It is very important to technician identify the requests and tasks that they are working.
Attached files in Task Request
It would help if technician was able to attach file in a task request.
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