Request list after 1st month of usage.
1. Work-flow - A child request system would be best. The task system is too limited. 2. The ability to make work-flow templates. 3. Make "Product/Category not for further usage" available at all times. Not only after a delete. 4. Previous and next buttons on the bottom of views. When I am looking at 500 records I don't want to scroll back up to hit next. 5. Make the width of the showRequester() pop-up relative to the column selected for that view. Right now I on get "All - R" before I have to scroll
Software Type
currently there are only 4 options that you can choose, managed, unidentified, exculeded and prohibited, what i would like to see is this to be customizable as we have software that is managed by 3rd party's so i would like to be able to allocate software to these people. many thanks ryan
Request Additional Fields
Hi :) How can I add additional fields for my request templates individually? Thanks
Feature Request: Custom Fields For departments
Hi All, We've been using service desk in our IT department for a little over a year and it works great. However there is one thing that is preventing our other departments from coming aboard: Custom Fields. Service desk offers them but once you add them, they appear for everyone regardless of what department. For example in the IT tickets, we have workstation as a Mandatory field. This doesn't apply to other groups like Logistics or Fleet Management. Likewise if Fleet needs a required custom field
Replying to email
Hello SD Plus, It would be usefull if when replying to an email that the history of the email is left in the body of the message. Currently its just a blank email which sometimes the user cannot remember what the conversation was about without having to refer to the older email. Thanks, Chris
Phone Central automatically opening tickets in SD
Hello, Web and e-mail generating tickets are great, but i've made several implementations in several customers and the main problem of adaptation to a tool like servicedeskplus is that users almost always prefer to use the phone to ask for help, making the transition period kind of dificult in medium to large scale implementations. If it was possible for somekind of "plugin" or "addon" to servicedeskplus that allowed it to interact with phonecentrals would be a great feature for most of my companys
Need report with Software installation Dates in it
Hello I am a new user and love this product. I need to a report that shows all of my workstations and all of the software and hotfixes and updates installed but with the installation date for that software. Thanks Billy
AutoPopulate Workstation field during self request
I can't see if this has been asked before, but is there a way that you can have the workstation name be pulled from the computer variable when someone is putting in a request? IE, if a user goes to the self service portion and starts to enter a request, rather than pulling down all the workstations in the company, it keys off of %computername% or something and auto-populates that into the workstation field? That would be really cool if it is even possible.
workstation contract tracking & budget
Is there currently a feature or trick to track workstation as an asset so that we can track all the contract expiration dates and costs to it as well. Most IT departments purchase desktop/workstations and often times purchase maintenance contracts with each system new. We would like to be able report all workstations going out of maintenance and plan for a refresh. Also if there will be an option track maintenance cost for contracts by a specific time period (for example yearly, quarterly, monthly)?
report request
i would like a report that would let me view all computers that do not have a particular peice of software installed.
Change Control feature
Hi i was wondering if we could get some sort of change control, it would be simular in the way of the new purchase, where when it is filled in , it will be passed to a technician or group to be approved and passed back once accepted. we need to be able to customize the form to an extent, need to be able to define some sort of processes as well. do you currently have something like this indevelopment as it seems to have everything else but many thanks
How to: Accepteed request of purchase by boss of employers
We have business rules - Every purchase must be accepted by boss of employers. How to do it with SD?
Need help for doing Survey
Hi SD Support, I need help regarding the survey. I want to send a survey to all the requestors irrespective of they have logged the call or not. hope u understand the scenario. Thanks Saju
SD6 has come out good but many things still left out.
Hi, I must say that SD6 has come out good but many things are still left out. We would like the option to add attachments at least in the form of images or files to a purchase order to show the quotations received and the reference to those quotations. Well i know you are working on the same and hope that the update would be released soon. Would be good if you can provide a work around till then. I have asked about this before but looks like, you guys didn't get it right. We have a 5 tech license.
Local time
I would like to see all request related times appears as local independent on server time zone settings.
Reply button
Hi, I would be nice it servicedesk would have a reply button in requester's view of the tickets. Right now the only way a user can add a message to a ticket's conversation is to reply the e-mail. Thanks. Gabriel Gearip
Skip Notification check box on requests
It would be nice to have an option to skip notification when editing a user's request. Sometimes when you're just adding notes or filling in fields the user overlooked there is no reason for the user to be emailed. Thanks Greg
Request List View
Add Sub Category and Item to the Request List view. Right now you are only able to see Category.
adding a task
i understand in the new version you can create a task and assign it to another technician, this is great but the only problem that i see is it would be much better to have the task show up in there request list and not on the tasks page, this means that a technician now has to monitor both places, is there any chance this can be chaged, thanks Ryan
Templates
When you are creating a Template is there any restrictions from the free verison of service desk plus 6 than the one that costs. I have created a couple of templates but all the fields are the same.
Rmote Desktop Access - GPL tool
As you know, a long awaited feature in SD+ would be direct remote desktop access from inside SD+. This could be done enabling a clickable link on requestor's Workstation name, launching a definable application for remote desktop control. Browsing the Web I stumbled upon this very interesting solution based on VNC (widely adopted): http://www.uvnc.com/pchelpware/ I think it's worth investigating, it may add a precious tool to Helpdesk tech people and it could be pretty easy to integrate with SD+.
New status & escalations
According to our business process we need three different escalations: 1) Request is creating in status OPEN. First escalation goes when ticket is still unassigned. It IS possible in current version of SD+, we know. 2) IT Coordinator assigns request to technician still in status OPEN. If request is still OPEN (or may be it is ANOTHER status - "TO DO") for a specified time and technician have not changed status to "IN PROGRESS" - another escalation 3) If request is in status "IN PROGRESS" (i.e. -
additional and different fields on templates
We use templates for different requests. We would like to have different fields appear on different templates. As an example. ask 3 questions on a template request but have each template ask different questions that are pertaining to the template type. The template for "network access" template would ask different questions(fields) than the template for a software update requests. The additional fields appear on all requests and can't be eliminated selectivly.
description field contents
Is it possible to "freeze" or lock the contents of the description field in a template so the requester can only add to the field and not remove information. We want to ask questions using the description field and have the requestor answer the questions and not remove the questions. Each template would ask a different set of questions depending on the template.
New Requesters
I noticed that if I type in a new requester in a new request, it will ask me if I wish to add a new requester as part of the process of creating the request. That is fine. But the question dialog response is "OK" or "Cancel". It should be "Yes" and "No". The YES should first take you to the new requester screen to enter all their details, just like any other helpdesk you may have called for the first time, they want to know who you are and enter that info in first. THEN you should be taken to the
Escalating a call
currently the way service desk does this is to add a task and assign this to another person, the problem we have is we cant run reports on these tasks to see what the technician has done, i thnk the correct way for this is to have it create a new reuest that is linked back to the original call, i believe this is a major feature that needs to be done as well have call that one person needs to control and be responsible for but same time needs to allocate part of that request of to another person,
Asset Value
our finance deparment would like to be able to see an assets depreaciated value. basically they want to input a intial cost of the asset, give it an end of life date date and at any time have it automatically calculate the depreacted value. so if an asset was entered on 1/1/07 with an initial value of $100 and was out of service on 1/1/11 then on 1/1/08 if they look they would see a value of $75.
User and Department in Workstation.
Would it be possible to make it so a workstation could have both a user and a department? For example, many customers are specifically assigned to an individual but that individual is in x department. David.
Microsoft Outlook Integration.
It would be great if SD+ integrated with Microsoft Outlook. For example, if W.O.'s appeared as tasks in Outlook, and repeating events appeared as calendar items. Perhaps even if there was an SD tab in Outlook that would automatically login the user and bring them to the dashboard. David.
AD Import filter
Can you please add the option to filter the AD import on key words like guest, test, etc. Thanks!
purchase approvals
one little feature that would be handy, is it poss for you guys to include a button to approve a purchase so as to approve multiple purchases (or approve a purchase without having to open and view all the details) hope that makes sense :D
Request Closing Rules
Greetings Is it possible to add functionality in "Request Closing Rules"(help desk module) which will alow to set this rules for different status than "close' ? We are using status "solved" for finished requests and then after confirmation from user we are closing requests. Regards
Arabic Language
When will you add the Arabic Language to the SD+ if you need any help in doing so i will be more then happy to do so. :D
Request Approval - Automation & workflow
Hi, we're trying to implement a kind of approval workflow with SDP for a customer who's ISO certified and need to follow a certain approval flow. Unfortunately SDP doesn't provide much automation in this area: I' d like to be able to create a criteria filtering a specific Request template and then, as an action to process the request, to send it automatically for approval to a specific person (maybe with a specific Role, something like SDRequestApprover). Hope I've been clear, it would help a lot
Change Due Date Permission to Roles
I think that administrators should have the option to assign Change Due Date Permission to roles. As it is right now the only user able to change Due Dates from what the SLA assigns is the Administrator. I think that we can all agree that SLA's are not a complete solution for assigning due dates. Technicians should have the option, if the right is given by the Administrator to change the due dates on a request. I find myself having to give administrator access to all my technicians just so they can
More Robust Email Notification
It would be nice if we could send out notifications based on conditional statements in addition to the preconfigured logical checkpoints (such as, a new request created, etc). Also we should be able to get more granular when sending a notification when the request has be "updated". "Updated" can refer to any change made on the request, we should be able to break it down and only send a notification if the request was assigned\changed a technician, etc...
Update / Add Notes to request via Email
Is there a way to update a request via email or add notes to a request by email? Thanks, Scott
Software
There are not too many options in Software currently. What I would like to be able to do is to list my software on each Workstation including the serial numbers. Is there a possibility that we can add configurable fields to Software so that we can add in a License Key and /or Activation Key as some software require two keys to install and it would be very handy to be able to keep a track of these. Thanks
IT Manager Role
Hello, I have been reading multiple posts on this topic, varying in uses but all along the same lines. I have been told about the department head workaround but we have multiple departments and multiple department heads and I do not want to have each department head viewing thier departments tickets. WHat I want is for our IT Manager to have the ability to view all tickets in the system and oversee the system as a while while not actually being a tech. Another feature to go along with that would
Requester Supervisor Role
Hi, in my organization we have 4 team leaders. They woud like the ability to view all the request made by they component of each team. we are running : Version : 6.0.0 Build Number : 6003 thank you Simone
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