Ability to SAVE a scheduled report
We are planning to put on our Intranet some reports related to service support statistics. For that, it would be great to be able to schedule some reports (during the night for example, or every hour) and to save automatically on a specific place, the result of the report in html. Today (Build 6003) it is not possible. The only thing we can do with scheduled reports is to send them by email. Philippe
Customised reports and requests view
Would it be possible to add locations and departments to the custom report builder and also add these to the customisable requests view?
SLA requester list sort
When creating a SLA the requester list is not sorted. Can we get ALL requester lists in the application sorted when displayed or selected. Thanks
Scanning Status Feature
please add the ability to jump into an existing domain/network scan and monitor the existing progress. When you start a domain/network scan you can monitor the status in the pop-up window, if whatever reason that window gets closed you lose the ability to monitor the progress of that scan, if a scan normally takes a couple hours due to hundreds of workstations in multiple WAN locations then there is no way to monitor this progress. This is a soar spot in my opinion. Thanks
Ssh linux and different password
If is possible for the networks that are not in the domain, like for example, servers linux, to be able to add it a one by one, with a different password for each machine and not password in general, with support for ssh. This is, because all are not with the same password Rgds Anghellus
Purchase Orders
I am disappointed with the purchase request part of 6.0...was hoping to have requester's have the ability to create a purchase request just like a work order request and then have a technician approve or reject the PO...currently...every person has to be a technician in order to create a PO...just not cost effective to have to burn a technician license just to creat a PO...
ETA
Hi, It would be nice if there was a feature (or a field) called "time to solve" in which the technician would specify an estimated time in which the problem would be solved. Of course, the field would be visible to the requester. Gabi.
Manager role
I'm looking for role that allows to view requests opened by requesters from particular departamant. -- Piotr
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?
user groups and mailing
creating user groups based on service they are consuming (it can be custom group or AD or SD SLA) to create tickets using group requester (or additional field - affected group) and sending notifications to all emails in group this can be very useful to notify group of user about scheduled service downs and it seems this function lays close to announcements...
HAve new fields viewable by groups
Request the ability to add new fields to requester, inventory, etc forms that can be set to be viewable based on security group membership. Then info can be put in by technicians that requesters can't see. Thanks Greg P
date and time
Can the date and time be shown in a column when looking at call notes. at the moment you have go into each note to see the date, very annoying!! cheers Peter
web services & rss feeds
.. to help with integration with intranet sites etc, listing recently added solutions via rss etc.
Leaving Note when Assigning
Feature request: It'd be nice to be able to leave a note along with a request assignment. That way the tech can know why they are being assigned a request.
Approval process for Solutions
it would be useful if the solution system would include a process for peer review before proposed solutions are accepted. This would help prevent incorrect or blatantly misleading information being tagged as a "solution." The last thing we want is a incorrect solutions creating more harm and confusion. Thanks, Dirk
Attach documents to assets
Hi, We are currently scanning all documents related to each new asset that we acquire: delivery note, invoice/receipt, warranty. It would be nice to be able to attach these documents to each asset in the Inventory section of the software. So, for instance, if I open up the Asset Details for a printer, I will be able to click on a link that will open the scanned delivery note or invoice, etc. Is this a feature that's forthcoming? Thanks, Jomelle
Are you sure?
It has come to my attention that it would be beneficial to have a follow on pop up when posting notes and selected option "Show this notes to Requester also" pop up should read something like; "Are you sure you want to post this to the Requester?" Y/N
pick list of common request and faqs
Wouldn't it be great to have a pick list from the main page that lists common requests or FAQs (could be dependant on category) so that technicians dont have tro keep on typing the description in for repetative requests.
Need access to other Notification templates
We are testing the escalation of service requests; however, the email that is sent to the person getting notified of the escalation is not very intuitive... 'Request Overdue E-Mail' is probably not appropriate. We would like to be able to administer a template for escalation notifications and any other default notifications that are sent.
Additional Fields - URL
It would be nice to be able to add a URL field to Assets... We would like to be able to add the URL for our printers, which would let us manage them right from SD+.
Email Fetchin
We use email & voicemail for service requests; however, we can only fetch from one mail box. It would be nice to be able to fetch from multiple mailboxes. Right now, I can only poll from one or the other...
Request Form Customizer
Currently & in v6.0, it looks like the Request Form Customizer is a global configuration, and will affect all forms/request templates. Also, it looks like the Request - Additional Fields is a global configuration... We would like to see the ability for each Request Template to have its own form customizer ad additional fields configuration.
Custom Reports (sub queries)
We would like the ability to create reports with sub queries. For example: - We want to create an asset inventory report (showing Requester & Asset Name) - We would like to be able to additionally group based on the Requester location The resultant report will show each Location -> Requester (with owned assets)
Asset Import
We want to import all of our assets; however, we are unable to import the owner field. We would like to see the ability to import the owner field in the form of FirstName LastName. Of course we would need SD+ to be able to link the requester as the owner.
Worstation Owner - AD 'managedBy' Attribute
AD has a 'managedBy' attribute which could be used to automatically populate the owner... Is this something that can be considered for the next update?
AD - Scheduled polling
It would be nice to have SD+ automatically poll AD for user accounts at an interval that can be set by the administrator. Also, it will be important to only update the user in SD+ with new information from AD, and not overwrite SD+ settings for that user.
Custom Report Help!
I need to write a custom report that will pull all of my assets with a product type of 'Monitor' and a product of 'Monitor'. Here is the hard part, I have all of my monitors assigned to Workstations not people, I need to pull several fields from the Workstation object, 'Workstation' and a few other custom fields, but I want to sort the whole thing by the monitor bit. I think I can write this on my own but I don't know what the fields will be called, of course if you felt the need to do it for me
Service Requests from exteral systems
Has any thought been put into allowing external systems send service requests to SD+. I run HP OpenView NNM, and currently use the SENDMAIL PERL script to send an email to a person when a trap is received. It would be nice if there were a ServiceDesk PERL script available that allowed me to send the data directly to SD+ instead of via email. Variables that would be of interest to send the SD+ from external systems are: - Priority - Technician - Subject - Description Then, I would like to be able
Operations on Equipment.
It would be nice if there was a way for individuals to report any changes, additions, or repairs they made to a server. Especially if this was available to requestors. Right now what we are doing is having everyone open a "request" every time they may a change to a server, etc. Then the techs. close them. These are then associated with the appropriate workstation, giving a work history. But it would be nice if one could just attach notes to a workstation, organized by date, and if this feature was
Workstation Additional Fields
Hi, I'm working at a university currently running SDP+(5507). We want to track s/n assoicated with each PC we have. I created a workstation-additional field which worked great. My question is this: Is there a way to get this additional information to show on the basic workstation inventory screen? Currently the only way we can view what we have put into the additional information field is by going to edit workstation. I'd like it to just show up when you view the inventory of the machine along with
Enhance Tasks Functionality - Project Tracking etc.
Extend the tasks/projects functionality so something more like the Kayako eSupport suite Team funcationality. It would be helpful to maintain a prioritised list of projects/tasks (both private and shared), know who's asisgned the task, start/end dates etc. So you can plan out major projects etc... TJ
Technician notified when user replies
We curretly have Service Desk configured so that if a technician replies to a user via Service Desk the reply email address is ServiceDesk@muchshelist.com. Is it possible for Service Desk to notify the assigned technician if a user replies to an email generated as a reply from within Service Desk?
ODBC/OLEDB access to ServiceDesk MySQL DB
I want read-only access to run custom reports from this DB. How do I do this. What is the default admin/sa pwd?
Replying to a Merged Ticket should include all email address
When you merge tickets together and you click Reply>Reply it should include all the email address of all merged tickets. Example: If ticket # 100 was from abc@abc.com subject: unable to login and ticket # 101 was from bca@abc.com subject: can not login ANd you merge those tickets together under ticket # 100 when you click Reply>Reply it should have email address abc@abc.com and bca@abc.com If this is approved can it be applied to a future update
All "fields" available in all sections of system
It would be very helpful to see all of the fields that we create and that the system already recognizes to be available in every segment/process of the System. For example I can not without creating a query run a report on groups(queues). In SLA I can not select groups in any section. In business rules I do not have the option to send additional emails as the action to perform, groups is not available here. Category Status Level Mode Priority Requester Technician Group All additional requester fields
auto technican assignment from queue
... based on workload/round-robin/weighted and perhaps included a new feature option tech availability. Techs (or their managers) should be able to set a tech "in" or "out", perhaps also allow a timed range (allowing future availability to be set i.e. vacation or doctors appointment or if your sick a day). When a queue request is going to be auto assigned, the availability of a tech should be checked before assignment, which would ensure requests are assigned to people that are off sick... TJ
Inventory Scan - Active Directory - Last User Login
During the scan process of the computers, Is it possible to associate the computer to the last user logon. That would be very nice feature for the first implementation of the product. Anstead of associate 1200 computers to each AD Member, if during the scan you can choose this option, it will save a use amount of human time... Do you think this can be doable ?
Last Scanned Report
I would like to have the ability or a pre-canned report that would list machines by last successfully scan date. That would rock.
Resolutions vs Solutions
We would like to see the ability to enter Resolutions and then be able to search and reuse them in future requests. Similar to the Solutions for the users point of view. We want the two to be separate and searchable.
reports
hi is there plans to allow us to set permissions to allow requestors see and generate reports, as you have to make people technicians and we dont want to do this, thanks ryan
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