Hidden categories from requestors
We would like to see the inclusion of category visibility control in future releases of ServiceDesk+, i.e. the ability to hide categories from requesters but make them visible to technicians. We like to make to the act of making a request as easy as possible for users, this means simple understandable categories, however this does not provide our technicians with the level of granularity they require in categorising their workload. An example being a user might make an "e-mail" related request, but
Drop down menu for request status changing by technicians
we would like it so that you dont have to edit a request to change its status through a dropdown would be ideal
Phonelist
Is there a way to provide the requesters a phonelist of the imported active directory users ? All data is in the database, so why not use it
Need Alternate User Authentication
The feature "Keep me signed in" will not work as a solution on my network. I had been synchronizing with Active Directory (worked well) until my organization mandated smartcard logon. Now users cannot be authenticated by AD because they no longer use a user ID and password to log onto the network, they use their smartcard and PIN. SD needs to provide a pass-thru authentication or some other means of logging into SD with their smartcard credentials as soon as possible. My users have cannot log into
Warranty tracking
Hi, We plan to purchase servicedesk plus in our Network Management dept. but there's a feature that we would really need: if an asset is defective is sent back to the store; we would need a module where we write the time of the sending, the defect, if the defect was repaired, date of arrival etc. All this would be related to the asset. Thanx! Gabi.
Custom fields on Contracts Database
This would be really helpful as we are using the contracts database more and more and would like to categorise our contracts. Damian
Removing helpdesk portion without using liscenses
Currently we are using SD+ for inventory and solution uses, and have not yet implemented the help desk portion of the software. We want normal users (non-technicians) to be able to view the solutions that we have created in the software, but we dont want them using the help desk features of the software. I am aware that this can be setup by creating a role that gives users those permissions, but to do so would require us to have a license for each user. And since we cant modify the SDGuest role and
Notification Rules: Additional
We would like to add a new Requester Notification - Send a notification to the Requestor when a technician has been assigned to their ticket - include technician information. Is that on your roadmap? Thanks
Security right's
hi would it be possible to have a section where we can allocate security rights so we can hide tabs for example, our development depart needs access to the reports tab but doesnt need acces to the inventory items the only way they get access is to ad them as an admin and this is not practical, can you let me know if youhave any plans for this, many thanks ryan
scanning workstations
what i would love is if you could, pull in the office and xp product codes during the scan, this would be greatly appreciated as we use oem copies of windows and office and this is a great way of making sure while during a random audit, i currently have to input this information manually, any help would be great thanks ryan
Adding supportcenter features & more
Let me explain the kind of work we do. We provide IT help desk/technical support not for internal users, but for other small and medium business. We are in the B2B way. ServiceDesk Plus does not provide the Accounts and Contacts by Account/Assets by Account/Request by Accounts that are present in supportcenter. This will be great for us and for many IT support service companies. And to assign assets to these accounts so we can take care about them, have an request history for an asset/account, etc.
Adding Zoho Chat to ServiceDesk Plus and Support Center
Hi, Did try your Zoho Chat and believe this feature would be of great value to Support Center and even Service Desk Plus.
Require note if technician accesses ticket
Is it possible to make a technician document a ticket before they leave it? A couple of scenarios if technicians are picking and choosing work based on the contents of the ticket, currently they can leave the ticket and not comment on why they did not assign it to someone or work on it. Another is to ensure something is documented each time a ticket is looked at for tracking purposes. Management wants to see how many times technicians are going in and out of tickets before they are resolved. In essence
Custom Field for technician notes
I would like to see a custom field I can attach to a technician note. If they do research, I want them to document what sites they review, so they choose research. If they call a vendor for support I want to see that. If they peforma followup task I want to see that. Also allow this to have mandatory option. In the end, the hope is to see by reporting what level of efforts are being used during the incident resolution process, without having to read through every ticket.
My Details tab
Hello As far as I know, searching around the forum, there is currently no way to disable the "My Details" tab from the requester's interface. Actually, we don't want the requester to be able to change his department for example, or the password, and we think that this option would be very useful to others too. When will this feature be present in Service Desk Plus ? We are very interested in buying this solution, but we need this option (and maybe some other minor things). And I think that the programming
Customization Requests
We would like to see some more customization options such as: 1. Customize the columns and statuses available in the Global View area of the Home tab. 2. Allow the Filters in the requests tabs to be customized. Include a filter for status. Thank You
Assigning assets
hi, something that i have noticed that would be useful to us is that when you go into asset summary, and you get a list of all your assets, would it be possible to have it so we can modify which coloums we can see for example we would like the barcode field becasuse the way we have our stuff set up is relied mostly on the barcode, but if we could customize the colums we want to be able to see that would be good the other thing is would it also be possible for us to have an assign to option on the
View Search Filter Always On
We would love to have the search filter option always stay on screen instead of always having to click the search icon to filter our requests to view.
Merge request bug fix
Love the feature Merge request, but the main request should not be able to close until all the merged conversations are closed. When creating the primary request perhaps this feature can be specified with a logical toggle check mark, indicating all conversations will have to be completed before it can be closed? Thank you. Robert Malsom
Assigning users
I have an question about sd+ We started using this software. Now we are assigning users to workstations. But every time when i search for a range of pc's like: c-0101 Results c-0101-01 c-0101-02 c-0101-03 I want to assign the first 1 when i did this sd+ takes me to all the desktops and doesn't stay with my results. So now i have to search again. I want sd+ to stay at the screen where i am and not take me to all the desktops again so i can do the search all over again. I know i can just hit the back
MSSQL Backend
We have SD+ and OpManager, and have OpManager configured to use MSSQL as the backend. It would be much better to have SD+ also have the option for this as well. Is there a likelyhood that this will be available in the future, and if so, is this something in the development cycle for v6, or before, or after ?
Reports for Reviews
I need additional fields to be added to the Reports so that I can have a report for my supervisor to review closed tickets by Tech. The Report needs to include the Date Requested, The Requestor, the Description, any notes on the ticket, the resolution and the close date. I can get everything else on there except for the Resolution. Can this be added to the Reports function?
Polish language support
We need support for Polish language. When would it be available ? We may help with translation -- Piotr
Software Licensing
Hi, It would be great to be able to attach a software licence number to a software asset, i.e. on the "Add a licence" screen be able to specify a licence number for either an individual copy or a number of copies (group licence) and then be able to allocate these to workstations, including identifying Windows XP as a piece of software in it's own right. Anyone else need / like this? Richard
Reports
can you add a report that will allow us to query the software that is installed on a machine, thanks
Inventory scan - changes
Is it possible to update the inventory scan of hardware and software so that when a scan is run, it will highlight and show the updated/added software on the actual list, instead of in a pop-up box which shows added and removed software?? Everything should be on one page after running the latest scan for changes.
reports - additional fields
Can we filter/display request reports with the fields Group and the request description? We assign tickets to groups. I want to build a report so that our tech manager can print out all the tickets (with locations and request description) then give each tech a pile of paper tickets which he can take out in the field. In a lot of cases, the tech doesn't have easy access to the SD server to check in with the web interface.
mergeing request's
hi all, i know there is an issue with merging reests and converstaions, but also i have found that you cant merge if any of the calls are on status other than open, also if i have an attachment on one of the requests it dosent merge it into the call, so i have to re add it, so can you please provide a fix for this issue, would it be possible for the merge request function work with any status and bring in the attachments as well adn the conversations too, many thanks
Internationalization
Greetings When Polish version will be available to download ? Before I`ve bought your software you promised that it will be Q2... Regards Bart
Workflow support
Are there any plans to integrate a workflow-support in SD+ especially for approval-processes ? For example: In our Company each Software Installation Request must be approved by the Director IT. thanks Florian
Updated matrix diagram
Could we have a link to the new matrix of the database I have an old diagram explaining the relationships between each table with the database but the database has changed and I have not got an updated copy is there a link I could go to to download it as I am getting into the reports functionality and query reports but need a new updated diagram of the database and tables Cheers
Time entry (spent on a request) VS date and task
In the Request module of ServiceDesk Plus, it would be nice if we could enter a date when we enter the time spent on a request. Also when we enter the time entry, it would be nice if we could select a task that is associate with the request. Someone else interested in that feature ?
active directory
hi, can you tell me, if and when you are able to fix the pass thru problem as this is really annoying, is this an issue with tomcat and if so are you planning on developing SD+ to work with IIS, so that it will fully intergrate with active directory. thanks
Purchasing Features Request
Would it be possible to allow multiple contacts per vendor? At this point in time, we're forced to create a new vendor for every contact from a single company. It would be nice if, when we created a new purchase order, we could specify a default contact that would appear for the selected vendor -- but have the option, in a drop down box, of selecting another contact from the same vendor. Larger organizations could have multiple contacts at a vendor, and different employees within an organization
Purchase Order Module Addition/Modification
When receiving goods in the purchase order module the status of the PO gets changed to closed. This is the final stage in the process, it would be nice to be able to have one further status and step in the process to reflect the fact that the goods have been invoiced.
Technician View - My Open or unassigned
Before I applied the hotfix 5501 when Iselected the view My Open or unassigned I was able to view on the same list the jobs I had on hold Now I cannot, can this be fixed as even if a job is on hold it is still open
Merge Requests
We've noticed that we can't always merge requests. We're always able to merge new requests to any other requests, but we're usually not able to merge long-term requests to other requests. I'm not sure if the feature is disabled after the new request has been active for a certain period of time, or if it has to do with the length of the conversation queue on the new request, but the reason doesn't really matter... it seems like we should be able to merge the requests either way. Is there a particular
Purchase Module
Is there any modifications planned on the Purchase Module of the tool. I havent seent any change on this area in the new builds. Currently its very basic and does not handle the Asset Life-Cycle Management, ie. Approval Workflow, Selection of Assets, Contract, Procurement, Maintenance Support History, Inventory and End of Life. :(
Business Rules: additional crietria
It would be nice to be able to use an user field as criteria, especially a date field with all specific 'date operators', like range, > Now(), ... Alain
Run audits locally
It's somewhat inconvenient to only be able to run audit scans remotely from the web console. That method can be interrupted by many things, such as firewalls. I would like to see a feature where audits can be initiated from an end-user's PC, and it would be nice for that feature to be scriptable so it can be tied into a login process.
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