Ability to resend approval notices
If a user receives an approval notice email, but accidentally delete it before responding to it, there is currently no way to resend an approval notification. The only option is to create another approval which will generate another notification. You then end up with two approval submissions on the request, and only one will get answered. Perhaps there should be a button beside the approval in the request details that lets you quickly resend the notification email to the user.
Retain email header when emailing help desk?
We found out that when a request is replied to by sending an email from an email client - you can not see who the message was sent too in the conversations section. If we want to document communications, it would be nice to see who else the email went too. Thanks again.
New notification - closure of tasks
It would be nice to have the ability to auto-notify the technician assigned to a service request when a task under the service request is completed. I don't see how to auto-notify on that, and closing tasks doesn't seem to mark the request as unread or anything. So figuring out that tasks have been completed under a particular service request is sort of a guessing game. Thanks!
Add note when making assignment to technician
I would find it useful to be able to add a note when I assign a request to someone. This could be optional, but I'd love to be able to give extra information, why I'm assigning, etc, without the need to create a note separately.
assigning to more than one tech
Would it be possible to have the option to assign the same request to more than one tech as some tasks we take on need more than one person
Drafts
Hello, Is it possible to add a draft solution when creating a new request, like the draft option when creating a new response to an already created request (button save in the response window + link "edit the draft") ? Thx for holding me informed
Library for checking out equipment
I'd like to see a component that would be able to check-out and check-in assests. We have several laptops and projectors that get used each week and would like a way to track who has what, when it was checked out, checked in, history of usage, etc.
ServiceDesk Plus Speaks Your Language
Hello, I've been evaluating your software for a week now and my firm is really considering buying it after my presentations ... but there is one huge setback. There is no Bulgarian localization of the product. This is where are i turn to you for help. Is there any planning for a Bulgarian translation ? And if not is there a way that I translate the program to Bulgarian so that my firm can use it ? - If yes i would gladly donate the translation for any other use. My second question is about the Dictionary
Automatically purge backups
I like that you can configure service desk to perform a backup. I'd like to be able to have it purge automatically backups older than x days, or only keep the past x number of backups. That would be really nice.
Disable the creation of ticket
The problem is : you gave a web access to customers but some of them created tickets without reasons so, will it be possible to disable the creation of ticket for some of them and let them just to see all tickets created by us for the customer concerned ?
Possibility to automatically update the subject of tickets via business rule
We see an interesting usage of the subject customization to make intercommunication with other helpdesk (of suppliers or customers). IT could be fine to have a business rule that force the fact to update the ticket subject on some specific conditions with the one coming from specific sources. In this way for example, it could be possible to make two helpdesk sync between them maintaining on the subject both helpdesk id. Actually is possible to edit the subject manually on every ticket. It could be
Notification: Acknowlege Technician by Email when the task is closed
SDP should send an E-mail notification to assigned technician in respective ticket when another technician closes a task, alerting to assigned ticket technician that a task was closed by another technician.
User Allowed to Cancel Requests?
Perhaps I am just not seeing it, but is it possible for the "requestor" to close or cancel a ticket from web page?
New User Profile Request Form
Hello All, Is there any way for us to create a new user profile request form within the helpdesk system? One of our categories is "New Users" Our company often gets requests to add new users accounts for Active Directory but usually they don't provide all the necessary info. So we thought that we might create a form for them to fill out within the helpdesk. Thanks for your assistance!!! Lizi
Add a tmer
Would like to see the ability to add a timer, so that when someone is working on a request, they can start a timer on their computer that will accurately reflect the amount of time they are working on it. We had this feature in our old helpdesk and miss not having it in Service Desk
Password management
I would love to see servicedesk do passwordmanagement. Not only for the technician (server) side, but also for the user side. The amount of passwords ppl have to remember keeps growing, it would be nice if there was a place where users could save them to, protected with another password, so they only have to remember 1. And how about giving users rights to see a certain password. So it would be possible for a technician to add a password and tell the system that certain users or usergroups are allowed
Global View: more selection options in dropdown
I have a feature request that is not covered by other feature requests, as far as I have been able to tell: - Would it be possible to include more selection options in the Global View, such as for Department, instead of only being able to select on technician, category, level, priority and mode? Regards, Paul
Request Escalation Status
Hi We have a feature in our old helpdesk system where the SLA escalation status for each request is displayed by changing the colour of the request, so for each of the possible SLA escalation a colour is set i.e New request = White Normal level for requests = Green Level 1 escalation = Yellow Level 2 escalation = Orange Level 3 escalation = Magenta Level 4 escalation = Red Have added a screenshot to assist you visualize it. It is difficult to see requests that have been escalated in servicedesk without
Enable multiple selection items in global view
When viewing what's going on in my operation, I'd like to be able to select different things that the standard selection list in Global View. I'd like to see the department, for instance, or some other variable. I'm sure this is nothing more than a SQL query tied to a dropdown, but it would definitely be a big plus to stay tuned to what's going on.
Include an Asset Number generation and population option
Add a setup option that allows a base asset number to be defined. This number would be used to automatically populate the asset number field whenever an asset was created. As each new asset was created and the asset number assigned, it would be auto incremented so that the next asset created would get the next number. The feature must be able to be turned off for legacy maintenace if needed ( eg to add an old asset that is pre the number sequence start ) . Along with this should be an option to state
Allow a component to be assigned to a person as well as asset
At present the component element can only be assigned to an asset which in the majority of cases makes sense, as it should be a building block element of an asset. However we have the situation whereby we will allocate component items ( Mice , Keyboards etc ) to contract staff who don't have a PC etc ( defined asset ) to assign the item to. This leaves us with an incomplete inventory of the components. I guess a dummy asset could be created, but that then adds to the licences count, and the only
Add assigned user/department to asset selection for component assignment
Make the addition of components to assets easier by adding the assigned user and assigned department as sortable fields in the selection list. By doing this it makes it easier to add loan type components, such as mice, keyboards etc to a machine. Often the item is known to go to a user but they may not know the asset it is known as. Showing the assigned users name and department will enable the correct asset to be located and the component assigned to it.
Save a template for the software notifications e-mail
All the user to select from one or more saved e-mail templates when sending a software notification e-mail. This allows a standardisation of wording to be agreed and used to assit the users with software issues such as upgrading a package or removing offending applications. Ideally it would have the ability to drop data into the e-mail using tags in the template, but that would be a nice to have after the template e-mail feature itself, assuming the subject line stayed as is , identifying the software
Add ability to select multiple software titles and e-mail in one go
At present you can only send e-mail to users once you have selected a specific software title. If you could select a number from the list of software and select send e-mail it would send the same e-mail to all users of all the software applications selected. This would be ideal to quickly notify all users of prohibited software for instance that they needed to remove it or face the consequences!
Track e-mail sent for Software Notifications
Extend the e-mail feature notifying users of software to record the e-mail and optionally create an incident. This has greatest use I feel when prohibited software is identified. If an e-mail is sent that can be recorded against the user or better still create an incident. That means the wording of the e-mail is captured and essentially the time to resolve the incident for the end user is ticking. The service desk team are alerted that there may be an incoming call from the end user as well. if the
Add a type to Relationships
Add the ability within the asset relationships to indicate that an asset makes use of another asset in a given way. At present all you can do is assign service(s) to an asset and have relationships with other assets. The Relationship is two way. Ideally you'd want to be able to say that an asset or service relies on a given asset(s) or uses it. For instance a work distribution system that sends jobs via e-mail operates on AppServerA. E-mail operates on MailServerB At present if you linked the AppServerA
Ability to Archive Assets / flag them not to count towards license
Provide an ability to archive an asset retaining all history about it, related incidents etc. This will reduce the impact of an asset on the license count for nodes. No new incidents would expect to be assigned to the archived asset. All incidents/ problems etc would remain visible that related to the asset.
Import relationships between assets and components via CSV
Allow relationships to be built offline and then imported via CSV. Suggest the CSV to have the ASSET NAME and COMPONENT NAME as the two fields. An Asset could have multiple components imported in the same file.
Emailing updates to existing tickets
Most of our users correspond with the software using Email, not the web forms. When then have updates to cases they typically will just email the help desk, which obviously will create a new ticket. It would be nice if they could reference the ticket number in the subject and the email would automatically go to the existing case. Right now, we're forced to merge cases all the time when they do this. Cisco uses this in their help desk software. Thanks, Craig
Ability to use requestors field as a phone book
I was looking at the requesters list today & thought wouldn't it be good to us that page as a intranet phone listing? I use the AD import function & as it has all of the data for a phone listing it would mean only having to maintain 1 set of records. I guess it would not be too hard to present this data in read only format as a phone/email listing? Cary
Multiple Features Requested
Running SD+ 6 build 6011 (waiting for the v7 upgrade pack... patiently) Features that we'd like to see implemented. Please let us know if any of these have already been filled in SD7 and i apologize in advance for double listing them. 1. Custom Request Layout for Requesters and Technicians 2. Discount % field in P.O. system 3. Submit PO for approval, email notification should be a drop down list of Techs that have the right to approve PO's instead of having to type the address manually. 4. Once PO
Link to request into Web Portal
Users do not like having to have another username and password to get into support center. Is it possible to send the customer an encrypted link that will only allow them access to their request in a read only web portal view. This would remove the need for customers to have usernames and passwords simply for an update on their current request.
Solutions
I would like to have the ability to limit access to certain solutions based on role or user login. There are certain solutions that you may not want everyone viewing that has access to the solution's module. I know that you can enable / disable self-portal user�s access to solutions. I am referring to limited access of certain solutions to a select group of technicians. Cheers, QRM
Asset/software database
Hi there, One thing that would be great for ServiceDesk, Opmanager and DesktopCentral is for them to share the same asset database. It seems that i have to maintain three different asset databases when it would be nice that all three products could synchronise their assets, otherwise it seems pointless having an asset/software list in both desktopcentral and servicedesk plus, as well as the assets configured in opman. Is there any way to currently do this or is this a future feature? Cheers, Ben
SD+ 6.0 - Request templates...
I like the idea of request templates, and I see some great value. However, currently, I see at least one limitation. We are currently limited to 12 additional fields for requests, and are limited to the 3 types of fields (single-line), Multi-line, & Pick list. I would like to see checkbox, radio, and text-line added; however, with this, I see a need to be able to customize the ... Scenario: New Employee 1. HR creates request with important employee data: - Name (first, last, middle) - SSN - Start
Search for an asset
It would be so nice to be able to search for an asset when you are setting up a new request for a user, and the asset involved is not the requestors asset! You can click on the Plus next to the asset, and click on "all assets", but the list here is tedious, out of order, and there is no searching capabilites. I just saw that after the request is created, you are able to change the asset to anything in the environment, which is definitely helpful, and doesn't make this request quite so urgent. Thanks!
Add ability to change due date on request screen
I like that you can check a request and hit "edit request", and I really like that you can do this with multiple items. But I would love to be able to edit due dates that way. It would also be nice to add notes, etc to multiple requests. Thanks!
Images attachment in Inventory
Hi, we need to keep a photo of all the servers we maintain, and we'd like to insert it into the appropriate records. Do you plan to add a binary field to keep track of this information ? Thanks
Auto Assign Site to Asset when scanning/ add site to forms
I would like to see the ability to add SITE to all forms as an entry field , I can do it via a custom field , but then I would have to set up a custom field (location) in the request form , Asset form , workstation form , etc .. and then have to make updates to all those lists .. Plus all reports etc would have to be created to look at these fields . Additionally , you could auto-populate the site field when doing a network scan , if you could assign an IP range to each site . ps in V7 the Site page
CC people in requests
we need the ability to CC people in requests sent through service desk
Next Page