User details when creating a ticket
I would like the ability to edit the user properties (email address, phone, etc) from the New Request page. Example: When I start typing a username it autofills with the full name and pertaining information (that is really cool by-the-way), but sometimes it just gives the name without the email address, etc., and then I know that I have not filled in the proper information for that user. If the ticket is created without that information, the end-user will not get an email of ticket status. Can this
Software Scan
It would be nice in the software scan you could choose to omit windows hotfixes so that they are not imported. David
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
Next Update
Hi would it be possible to get a list of things we can expect from the new update and when this is likly to be saves people having to request things that may already be inculded, many thanks
Scheduling for AD user sync
A good feature to have would be to allow for scheduling AD user syncronization to happen at time (hourly, weekly, monthly ,etc.)
Create new category when creating a task
It would be really great if you could create a new category when you're creating an issue by just typing the new category.
Assign to - a group
We don't really assign tickets based on tech, we deal with tickets based on group, not individual tech. In the requests page, can we adds groups to the the list of technicians in the Assign To: drop down box?
Mandatory Fields 2
I would also like to see manadatory fields added before a request can be closed, such as time spent on the request. A better option might be to add the "time entry functionality to the "enter resolution" window. That way a technician could enter a resolution then add a time entry and then click "save and close" all ffrom the same window. Thanks Meso
Create a Request based on an asset
Is it possible to create a request based on an asset rather than a workstation. For example if you have a faulty printer....instead of entering a workstation you enter the printer details as it may have multiple workstations using it. If you track the history of the printer rather than the workstation you will have a more accurate history of the printer. Having the requester limited to only Workstations make it hard to identify your issues. You may also want to put a request in for a monitor, router,
pasthe
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 ?
Manditory Fields
I have a few small things that I would like to see: 1) A way when creating a ticket to be able to make assigning a technician manditory, this way when I run the Technician report there won't be any unassigned except for the tickets that truely haven't been looked at yet. 2) To group specific technician's in a specific levels. For example I have the Level's in the ticket setup like this, Tier 1 = Help Desk, Tier 2 = Technician, Tier 3 = Specalist, Tier 4 = Director/Outside Vendor. I would like to
Request form customiser for technicians view
Hi there, It would be handy if you could add a request form customiser option for the techincians view of created a new request. This is so we can hide the workstation ID field if we do not use the inventory part of the application. Cheers Carl
Reminder of Features.
Hi, First of all I'd like to say that the new features implemented in this Update are fantabulous. The reporting Tool has been greatly improved. I would like to remind that it would be appreciated if few features were implemented a little sooner. 1 Full Active directory Synchronization. 2 MS-SQL Support. 3 Exchange Server Support. 4 Improvisation of the Purchase Order process. 5 Directly adding Workstations as assets, so that its easy to maintain inventory of Desktops/Laptops. 6 Only the role for
SOFTWARE REPORT REQUEST
Hello, there's a way to have some reports of software managed, excluded, prohibited and unidentified (total and for machine)? thank you
Service Desk Plus with Arabic Users
When Will the Service Desk Plus have Arabic Titles ? :?:
integrate more programs into Servicedesk?
Hi! I have some ideas. I work 100% whit helpdesk support, and sometimes you need to make a remote assitance. You have this extra module in the Desktop Managment, is it possible for you to integrate this module into the servicedesk or like an addon you can buy? And one more thing regarding the Domain scan, this function could be a little bit better, like report information, which computers that couldn't be reach and so on. Anyhow, is their a agent in the roadmap, to install on the computers? To make
Asset History
Hi Would it be possible to consider a function to record who has been allocated an asset between two dates, this would be very useful. Thanks Chris
If multiple open windows are not feasible can we have
Can we have the ability to put a partially written email/notes into a draft folder/status? Sometimes we get another phone call whilst writing up the results of the last one. We either rush the rest of the notes/email or delete it and do it again later. It would be good to park it and come back to it. Thanks
Link requests to assets
Currently, we have the ability to associate requests to a user's workstation and can view the past requests associated with that workstation. The problem with this current system is that if one of the assets that make up the user's workstation is changed, the history stays with the workstation entity rather than the assets at the time of the request. This creates problems for the eventual situation where components of a workstation are swapped out or retired over time. Ultimately, while it is handy
Report Request
I would like to see a report that shows open/pending tickets by queue. I would like for it to include the title, requesters name, time opened, and priority. Thanks, Kevin Miller
Open a case without the confirmation email.
Back to a previous thread re not sending an email to the client on closure of the case, can we add to that the feature of being able to open a case without an email being sent. i.e. when a case is created there can be a check box that says "send email" and this can be unchecked if it isn't required. We have a number of people ring with jobs and we put them into SD+ by hand and it isn't always necessary to send them an email, we just want to log it on the system for future reference. Also if we have
Multi technicians to a case
Multi technicians to a case would be useful. Today I took over a request from a colleague who was out on site so I changed the technician to me so that I would see any incoming emails (in my open cases), but if I forget to reassign it back to him, then he will not be altered to the fact that there has been traffic in his ticket.
Hebrew translation
We are interesting in translation of front-end ( requester portal only) to Hebrew Do we have any options to change it ? Thanks
Linking licence to a downgraded software
Hi, It would be useful if there would be a way to link licences from the assets to softwares listed in workstation's software list. Example: I have 10 pieces of MS Office 2003 licences, but I use 10 pieces of MS Office 2000. It's legally OK. The workstation software list shows 10 installed MS Office 2000 and I can generate 10 licences but rather I would like to link the Office 2000 to the Office 2003 assets (licences) entered manually. Thanks and regards, Tibor B�NFALVI
job numbering
Hi guys, my company is looking at implemeting SD as its helpdesk solution but only if it is possible to automatically add our reference numbers to the calls. i.e. instead of the standard call1,2,3 etc we us something along the lines of 06F4,06F5,06F7 etc..... Is it possible to get SD to generate these codes or at least for us to be able to add them to the jobs? Cheers
Applying a Solution to a Request should count as a "Vie
After a Solution is applied to a request, this should increment the number "Views" on that Solution. This will more accurately reflect how many times the Solution has been used and how popular it is.
Can we have a checkbox (with history) of phone followups?
We're required to follow up by phone with every person who submits a ticket, both at the beginning and end of a ticket life cycle. (yes, a LOT of hand holding). Is it possible to have checkboxes that can be clicked at the beginning and ending (closing) of a ticket? Justin
Forward option
Greetings I think that forward message should be visible in the history tab and conversation regards Bart
'Link to Solution' in Resolution
Copying the text of a solution verbatim into a resolution each time it is used seems like needless duplication and a waste of database space in most cases. In addition to being able to search the solutions and then select 'Copy to resolution', there should be another button that just copies the hyperlink to the selected solution into the resolution. Currently, our workaround for this is to copy the hyperlink to the desired solution, go back to the original request, manually enter the resolution as:
Notes
HI I think that notes should be merged along with request. In this version (build 5010) when i want to merge two or more requests, system is loosing notes from all of them except the main one. Regards Bart
Survey problems and changes
I have noticed after I have submitted a second survey to the users that the data from the first survey does not completly get moved The first survey I did had about 20 people reply now when I go in and goto Reports / Survey Results by requester, that I still have the old list of people included from the first survey The list has anyone new added and the new results but also has the old people with the old result still showing for question one of the first survey. I know you are looking at changing
Suggestions for improvements on PO process
I have a number of items to suggest for the PO process and ancillary functions to this process. I'm hoping I can describe it well. 1. The PO process is very cumbersome. The entire user interface "experience" is burdensome and clunky. It takes an entire screen to do a single line item. Suggestion: Since a vendor is selected, show ALL the items from that vendor, with a check box at the left side to select the desired items, and have a box on the right side that allows for you to pick quantity. When
Suggestions
For closing tickets - this reduces clicks and forces resolution notes to close a ticket: 1. Remove add resolution under tasks - This is an extra step that could be eliminated. 2. When selecting close request, resolution box opens and we can add a resolution. 3. Add save and close option in resolution screen. (The save option will still be needed in case a tech is not prepared to close ticket). This will again remove another extra step. For admin utilities: 1. All admin screens should be word wrapped.
i couldn't able to register in cvs manager
hi, i couldn't able to register in cvs manager. it says that invalid license. may i know, where is the license copy in the downloaded zip file?. suggest me regards saritha