Ticket auto-assign on email reply by technician
Hi I would like unassigned tickets to be assigned to the first technician who responds by email. We do a lot of out of hours support where a quick email response is enough to get started, but want the responding tech to have the ticket assigned to it
[SDF-51179] Mandatory fields in CMDB
Can anyone advise whether there is a way to mark fields as mandatory in the CMDB? I am specifically looking to make changes to the Smart Phone CI. Thanks
contract expiry filter
Can we change the contract expiry filter to more than 30 days? We need to view contracts that will expire in 60 or 90 days.
Multiple approval stages from Field and form rules
Hello! Is there way for me to set two Approve stages from Field and Form rules? $CS.setValue("APPROVERS",["$ROLE_ONE$"]); (Only sets one stage with one person) $CS.setValue("APPROVERS",["$ROLE_ONE$", "$ROLE_TWO$"]); (Still sets one stage with two person
Chat Button customisation
Good Day We are using the Live Chat function. It is also implemented on our website. However, we would like to customize it. For example make it bigger or change the icon and so on. Is there a chance that you might add these options to Service Desk Plus in a coming update? Best Regards
Is it possible to add "Reply" to closing dialog?
Hi ManagedEngine, would it be possible to add the Reply Function/Filed to the closing dialog? So there is only one click for the technicians to close the ticket and everything could be completed:
[SDF-84776] JIRA Integration - Attachment
Greetings, I already did the basic integration with JIRA following these steps "https://help.servicedeskplus.com/jira-integration" but I need to send the attachment from my SDP request to my Jira create a ticket. I don't find any documentation to send an attachment to Jira. Can you pls help me to do this. Best regards,
CTI integration in ServiceDesk Plus
There's currently no integration in SDP for IP phone systems. Strange since SupportCenter has had this functionality for a while. At least SDP shouldl support basics like: Screen pop up displaying the caller information, saving time and effort in database lookup. Click to dial option to call customers instantly.
Integrating SCCM with SDPlus
Hello, I would to know if its possible to integrate SDPlus with SCCM. According to this thread here - (https://forums.manageengine.com/topic/mesd-integration-with-sccm) ManageEngine has promised to make this feature available in their future builds. I'm wondering if its available yet. We use SCCM in our environment and its agent is already scanning our workstations. If SDPlus has a feature to integrate with it, instead of going for agent / agentless scan, it can directly pull in asset information from
Auto re-open 'On Hold' after set time period
Sometimes a user will raise a request that needs actioning at a later date - for example, a user is leaving next month. I would like to be able to set the ticket as ON HOLD, and specify a date for the ticket to re-open automatically. Thanks, Ed
Merge and Mark as Read
I do a lot of merging jobs to keep all the comms on a topic together. If would be really handy to have a 'Merge and Mark as Read' option when merging jobs together.
Notes behaviour vs. Comments behaviour
We'd like to see the same functionality that users see in Task Comments in Request Notes: - ability to notify multiple people - drop down search for users - ability to keep the Task assigned to the same person without having to reassign to another tech so they can be notify/view the Note Like to also see the ability for technicians to be able to reply back, through their email client, to a Note or Comment notification.
Updates to the Problem Module
Hi SDP Team, I hope all are staying safe and healthy. I have some recommendations for the Problem Module, which we are really trying to take advantage of but which is still not quite meeting our requirements. Create an Icon for an Incident Associate with a Problem: I believe I might have submitted this a few years ago, but it still applies: Challenge: During an outage, we can be flooded with requests that we would like to associate with a Problem Ticket (and we're in a hospital setting, so this
SDP- Default resolution in Incident Templates - What does it do?
Hi, In SDP, when creating a new Incident Template there is an option to provide default resolution. But once provided, it's not displaying anywhere in the request once it was submitted by a requester using that template. How exactly this feature is used? Thank you, Miron
Change ID column in Request View and Request ID column in Change View
It would be very helpful to see the Change ID associated with a Request as an available display column in the Request View. This would be the same as the current Project ID column. Also It would be very helpful to see the Request ID associated with a Change as an available display column in the Change View. Anyone else agree? Give it a like so it can be added to the feature queue! Would save a) editing the subject line of a request to include the CID# or b) drilling into the request to look for
Add Mentions to notes
It would be really helpful to be able to @mention technicians in the notes for a request to allow for better collaboration on working a request.
Add multiple Request_ID in single criteria in filter defination
Hi, I want to define filter for request list and set multiple request id in one criteria like attached image. Please add it in next release. Thanks for helping
Add custom security to the report folders for groups or technicians
A lot of our Servicedesk plus clients need to use custom security in the report folders. For example: IT service group or technicians could have access just for their reportes or Security department have access to the security reports. It is possible this functionality?
Service Hours
Hi, Currently, we are not able to set the Service Hours: Monday 5AM - Saturday 7AM. Our Server Team is on a 24/5 shift only and not on 24/7. How can this service hours be set? Thanks!
Can the Recent Items button be made more accessible?
The Recent Items button is at the top of the page. If I've scrolled down a long request, I have to scroll to the top to access it. Can it be duplicated on the request toolbar? There's already a Back To List View button on it. A "previously viewed request" button there would be handy too, if one is swapping between two requests.
Enable faster update of "percent complete" in Tasks view
Hello, it would be very useful for our technicians if they could quickly update their percent complete from the main list (show below) rather than having to go into each task and update the percentage there. Another suggestion: it would be very useful if we could see the title of the associated entity that the task belongs to. Currently, technicians have to go into each task to see that information. Having a column on the main list (below) would be a nice efficiency.
Request Closure Code Notification
Hi there. I would like to get any update on the status of three new features related to Request Closure Code notification. May you update it? SDF-45930 SDF-40452 SDF-53130 Thank you for the information about it. Regards.
Multiple Operational hours for a site
It's possibile insert multiple operational hours in a site? I've few clients with different supplier with contract hours different (e.g. 8-18, 9_20) and the SLA calculation is wrong because there is one set of operational hour for a site
Chat Functionality
Hi, Having the new live chat feature is great but it is really lacking in functionality, Can the following features please be considered in further builds Automatic greetings Canned responses Flexible to customize Company logo Themes\Colours We do not want our requester's to create requests using live chat, this should only allow them to query already open requests We do not want our requester's being able to select a support group A requester should have the option to end the chat A requester should
Broadcast message for currently logged in technicians
I would like a request a way to send a message to all currently logged in technicians so that they can be notified instantly. For instance let's say I need to reboot the server, I could send out a message saying that service desk plus will be restarted in 30 mins. There is the announcement feature that exists but this only works if the technicians goes and looks at home tab and they only usually see it at their initial login at the start of their work shift.
Load reports into a project
As a project manager I have lots of reports related to any given project. My feature request is to be able to load reports into a project for easy access for the team. I have attached an example. This will allow the team to be able to easily access relevant reports plus it would be easier for me during leadership report-outs to pull up the relevant reports.
[SDF-37155] Task Comments need rick text box
I see that you added rich text to task descriptions. Thank you! But Can we also get you to add rich text (images and docs) to the task comments box?
[SDF-28921] Two search Suggestions
· Better Global Search – Allow the global search to search requests’ conversations and not just the main request detail section and notes. · Better Task Search – have a global search for tasks or have the current global search include searching tasks.
[SDF-89338] Requests that have exceeded the response due by time
Add new request category for requests that have exceeded the Response DueBy time in the My Summary section of the home page
Height of dropdown for subcategory when editing request
The dropdown for subcategory (and probably all the others) shows only 7 rows. We have about twice that many in our list. There's room on the screen for three times that many, so it's frustrating to have to scroll through them all the time. Can it be changed to show more?
Self Service Portal Customization to make it easier for users to enter tickets
Good morning, We are trying to customize the Self Service Portal to make it as simple as possible for the users to enter a new help desk ticket. Is there a way to bring the enter a default ticket to the front and center? Our users do not want to click through multiple screens or search for something. This is especially true when they do not know what they are looking for. They would like a website that they can enter in their problem and get on with their day. I think this can be done with a custom
User and Technicians User Defined Fields
I would like to be able to access the user defined fields for users (requesters) and technicians. If I go to create a Reply Reply template or any of the notifications and type the $ to bring up the field list, these do show up as an option select. Thank you, Craig A. Rice
[SDF-87709] Checklist not appearing on incident requests
Hi I've created a checklist and associated it with an incident template. I've then raised a new request and change the incident template for it from default to this new one. However, the checklist tab on the incident is showing as empty and says "No data available". Any idea please? Thank you.
[SDF-60726,SDF-63104,SDF-54895,SDF-47650,SDF-47420] Improve the calendar
Hello I suggest that you develop a stronger calendar to support more types of calendars and define additional fields based on that. Currently, additional fields only support the Gregorian calendar. Microsoft supports multiple calendars such as the following: System.Globalization.GregorianCalendar System.Globalization.EastAsianLunisolarCalendar System.Globalization.JapaneseCalendar System.Globalization.JulianCalendar System.Globalization.PersianCalendar System.Globalization.HijriCalendar System.Globalization.HebrewCalendar
Variables in Resolution Templates
So, looking up this topic, it looks like this has been something that's been "in the works" for YEARS Any ETA on when we'll have variables available in resolution templates the same way they work in reply templates? This doesn't seem like a big ask to have to wait so long for https://pitstop.manageengine.com/portal/community/topic/variables-in-reply-template https://pitstop.manageengine.com/portal/community/topic/variables-not-available-in-resolution-template
[ SDF-40818 ] Feature Request: Search Function within Request Details
We would like to be able to search in sub-categories and it would then fill in the category where the subcategory is kept when selected. Currently it will only provide results if you first select the category. As our footprint increases we want the reduce the effort on technicians to find the correct ticket information on a consistent basis.
Users and multiple Assets
Hi When a user who has multiple assets assigned to him or her, (my scenario all the users have desk phone and monitors assigned to them because these are IT assets) creates a request the asset field not necessarily showing their PC or Laptop. For some it is just showing the desk phone. We need to edit the assets to see their PC name to support remotely. My suggestion is if possible to have an option to mark the PC or laptop as Primary and other assets secondary and map the primary to show in the
[SDF-44999] Notify requester when note added
Hi, I want to send a notification to the requester when note added to his request. I didn't find any option set this. What should I do? Do you have any solution to solve this need?
[SDF-28063] Add the Group field to problem module
It is simple Add the Group field to problem module
Import GL and CostCenter codes?
Is there a way to import a list of GL and Cost Center Codes?
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