[SDF-87850] Request life cycle associated template
Hello, is it possible in lifecycle template creation to remove in the template list the one that are already assigned to a lifecycle. this would prevent having this error message when trying to publish. we have many template and some of them need another lifecycle. It is a pain to check them one by one or maintain an file to list template already assigned.
[SDF-57194] Add Business Rule Action
Please add the following business rule action (Admin->Business Rules->Add new business rule->Perform these actions): "Move to Site". I need move request to specific site by requester e-mail.
Please add search box in the top of Preventive Maintenance Tasks page
Hi, I have more than 100 PM in SDP v11.1.18 and I need the search box for search within all preventive maintenance tasks. Please add this feature to the next release. Thanks for helping
[SDF-59933] Customer Satisfaction option
At present, when we close a request, a survey email is sent to the users. Instead of sending a "Survey email" separately, can we add the rating option (survey link) in the "Your Request has been Resolved" notification email?
[SDF-88308,SDF-88467,SDF-88468,SDF-82456] Create a request at the start or during a chat conversation
We really appreciate the recent updates and additional granular configuration of the chat functionality. We, as an organization, have fully embraced the efficiency and efficacy of 'templated' support, and it is has made our operation extremely efficient. We would like to add chat functionality. The templates guide our Tier-1 technicians to solicit the required information from the request, primarily for service requests. In order for us to truly use the chat function, we need to be able to create
[SDF-76549] Microsoft Teams Integration - On Prem
I noticed there was a Microsoft Teams app to integrate SD+ Cloud and I'm wondering if there are any plans to create an integration with On-Prem solutions.
[SDF-86527] Mandate new checklists
I'm pleased we finally have checklists! BUT, the implementation seems a bit half-hearted. In our testing, a technician can go ahead and resolve a request without even bothering to complete the checklist - so what's the point? Is there any way it can be mandated so that a request cannot be resolved until the checklist is 'verified'? Also, it would be great to be able to consider completion of all checklist items as the resolution and copy the checklist into the resolution field.
[SDF-58567] Feature Request: Allow approver to request more details before approve / reject
Client wants to add an option to "Request More Details" in addition to "Approve" & "Reject" The case is when an approver receives a request for approval, there are only two options for him Approve / Reject. The client wants to add an option "Request More Details" this can be applied for case where there are missing details.
Feature Request: Form Enhancements
We've been working on creating or enhancing user forms with build 9418. Here are some improvement suggestions that we've uncovered: - ability for html editing in the Help Card section (add images, icons, etc.) to further guide users - ability for text to auto scroll down when page is scrolled. This way if there's information that is important to one section, the text scrolls with the user - always show the field help icon instead of only on 'hover' - ability for new text boxes to have html editing
Feature Request: Allow approver to direct the approval to another person
Client is asking to add this as a feature request: Allow approver to forward the request to another person. The case where John is the approver for a request, when John reviews the request details he notices that request is not within his scope so he should be able to change the approver to another person.
[SDF-70821] Attachment Overview
Hello, I would like to present an idea of a new feature we would like to add to ServiceDesk Plus. We've got some issues with handling all the attachments that are sent in to a open request/incident. For example if one incident got 5 attachments from the start and then gets 10 reply's including 10 new, different attachments, you have to go through all these reply's to open those attachments. Our idea allow us to get an "Attachment Overview" of all the files that are attached to the specific request/incident,
Freeze Top Menu Bar
Just an idea, but it would be great if the top navigation/menu bar in ServiceDesk Plus could be locked so that it always remains at the top of the screen when you scroll down through a ticket. It would save having to scroll the the top of the page when you want to go back to your request list etc.. Thank s:)
Resize request description field when editing
On many websites, form fields can be dragged to make them bigger. When editing the request description, the text box isn't resizable. Sometimes it would be useful if it was, where the description is long and/or complicated. I would like to suggest that it be made resizable.
Surveys - Question with Freeform response
Would like to have a question type in surveys that allows for a freeform response. For example: What did you like most/least about your experience? Comment: The quick brown fox jumps over the lazy dog. The quick brown fox jumps over the lazy dog. The quick brown fox jumps over the lazy dog. The quick brown fox jumps over the lazy dog.The quick brown fox jumps over the lazy dog.The quick brown fox jumps over the lazy dog.
[SDF-41513] Is it possible to notify requestet when new task inside request is created?
Hello Is it possible to notify requester when new task inside request is created? I want to notify requester when new task inside request is created, and include task name and technician name. Thanks!
Assign Incident tickets that are associated to a Problem to the Problem owner.
Assign Incident tickets that are associated to a Problem automatically to the Problem owner. We had this feature in our previous ticketing system and would prefer to have this functionality back.
How to set time zone globally for all users
Hi, In my location time zone is correct but day light saving is incorrect. Because of that I had to off day/light saving from server time zone and set time manually in spring and summer season. Now in SDP, I can't set time zone as globally. Without this feature all time fields in SDP are one hour ahead (+01:00). I see these links: https://pitstop.manageengine.com/portal/community/topic/global-settings-time-format-time-zone-date-format https://pitstop.manageengine.com/portal/community/topic/change-timezone
[SD-87014] Bring back IE 11 support
Being in a healthcare setting, my users deal quite a bit with government websites to perform their job duties. All of the domain workstations have IE, as well as Chrome installed, but since the majority of the users need to have IE set as their default, this is pushed out via GPO. I've actually had to 'break' Edge from opening up due to Windows continually trying to 'strong arm' their browser to be default. While Edge is trying to be a replacement for IE, a lot of websites still hasn't fully adopted
Notify requester by e-mail when there is a new reply from technician
Hi there, As the subject says. When a requester create an incident, a technician will get notified of the new request created. Then the technician will reply to that same email say from their Outlook. Problem is, while the reply is added as part of the conversation of that request, the requester never gets notified AND the field [Responded Date] is not updated, which will poses a problem with regards to SLA. When the requester reply's via email, the technician gets a notification email. but not the
ServiceDesk Plus ESM with more than one instance integrated with Analytics Plus
Hello Support, We currently have the following scenario: ServiceDesk Plus v11116 with DB MSSQL 2017. We have two instances: SDP TI and SDP FACILITY. We also have Analytics Plus 4500 integrated with ServiceDesk Plus. I see that only the instance of SDP TI can be integrated with Analytics Plus. Is there an opportunity to integrate the other SDP instances with Analytics Plus? We need to do the statistical analysis with Analytics Plus for the other instances (SDP FACILITY) of ServiceDesk Plus ESM. Regards,
[SDF-51303] How to prevent task schedule by some technician
Hi, I wanna to add task to some technician and I don't want to access technician for change schedule time. How to prevent task schedule by some technician? Thanks for helping
[SDF-62574] Add new fields to all Templets
We have more than 40 Templets (Default Request, Incident Templet, Service Catalog Templets) We want to add new field to all. Would you advise me if there any way to add it for all without go one by one? Best Regards, Emad Previous
[SDF-85516] Is it possile to include tags in ME SDP reports?
Hello! Is it possible to include tags in ME SDP reports? I didn't find that possibility in report wizard. If not, may be there is a plugin which can do it?
ESM question
Hi How does ESM handle an incoming email request to two different ESM groups? If an email goes to H.R and Facilities is CC'd - do both groups know about each others requests? Is a request created for both groups? Does H.R even know that Facislities also got the same request.
[SDF-31039] Clean up search filter
Hi, Is it possible to clean up the Clean up search filter (see Screenshot attatched file) Thanks in advance, Yorick
Additional functionality when viewing Task lists
We see an opportunity to improve on the main Task list: - the ability to show the Project name under the main Task list. Currently it displays and links to the Project ID only - filter by multiple criteria. Useful when reviewing a support groups/technicians current work load. It could also be used to sort by Project Name, Group, Due Dates. Currently we are only able to filter by one column. - the ability to create views under Tasks SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
[ SDF - 58291] Requests and Custom View with multiple operators
is it possible to make a custom view with filter set based on a few conditions AND OR simultaneously? eg. (My group AND unassigned ) OR (MY Request AND not Closed)
[SDF-40243, SDF-36467] Attachments on request template or resolution template
Good Morning All, I was wondering if there is a way to have attachments automatically apply on a reply template or resolution template? I want to say I put in a request for this feature last year, maybe longer ago but I see nothing in the new versions to indicate, is there a script I might be able to use perhaps? The goal is that I have a template for employee on-boarding that contains like 4 attachments that are always the same and attached to EVERY on-boarding ticket. If this is not a feature
SDP - REST API Port settings
Hi, We are at version 10 build 10014. I am in search of REST API Port that is configured in an existing machine. And, how to test the Rest API within tool. API configuration tab is showing Configuration Wizard page but no UI for testing. appreciate your support. Thanks,
Reset Date Fields to Nul/Empty
I can see why some date fields should not be altered, but we have several user defined date fields we use for vendor dispatching and would like the ability to reset these to nul/empty but cannot. I have seen several posts that state once the date is entered there is no way to erase entry. This is problematic for any date field that is not calulated and is allowed to be changed by the user. I would like to see this changed in a future release. Craig Rice
Mark / Assign task to Technician
Hello, Is there a way to turn off Mark task for Technician? There have been times that technician was marked and not Assigned the task. This is raising issue of technician not getting an alert about the task. We only want this option to be set to Assigned, when techician is selected. We will never want to Mark the task
Agent Upgrade
We used to be able to manually upgrade the agent on a machine from the Agent Details screen. I am curious as to why this functionality was removed.
FAILURE :Request cannot be completed. Please fill the following fields -Impact
I am getting the following error when trying to close tickets, I have attached our resolution rules. FAILURE :Request cannot be completed. Please fill the following fields -Impact
[SDF-23740] WebHook Support in SDP
Hi, Today, I see your WebHook feature in SDP MSP (custom trigger section) and so happy about this feature. I think this feature is very important and useful in SDP. Please add this feature for SDP in next release. Thanks for listening
LetsEncrypt - Built in support
Hi guys, Is there any plans to release a built in tool to issue a Lets Encrypt TLS / SSL cert to your ServiceDesk platform? With LetsEncrypt issuing free certs, I think it's a great opportunity to build in native support to the ServiceDesk Plus product. Would make it alot easier for us helpdesk staff, and I gotta admit that I find the current process pretty laborious. Many thanks, Andy
[SDF-36986] Purchasing Workflow
Is there any plan to allow building of workflows/business rules for approvals in the Purchasing module? We have a couple hundred vendors with varying approvers. We currently enter a PO for every invoice/purchase made by the IT department for all products and services. It is hard to keep track of who needs to approve a specific PO. Being able to setup business rules based on Vendor, Product &/or Service, GL, or other entered criteria would help us improve our accuracy and be able to allow for others
[SDF-85549] How do I look at the email header of a request?
Tickets come in from emails. I would like to look at the email header information of a request. Is this possible? Thanks in advance. Brian
CHANGE - Minimum # of approvers per Stage
Hi, I've seen this discussed in a few posts on the forum. You can select multiple peer reviewers but currently it only takes one approval to progress into the next stage anyway. If it's not already can I request a feature request to specify some approval requirements per stage? Like approval from a specific person or a minimum number of approvals? CAB stage already gathers multiple approvals so arguably the functionality already exists within the tool. Many thanks, Dave
Assigning Requests to more than One Technician
Hi, Currently we can only assign tickets to a single technician, is it possible to change this so we can assign to multiple technicians? Thanks, Tracy
SLA SMS Notification On SDP Version 10
Hi, I am trying to find a way to trigger a SMS when SLA breaches and gets into 300% of resolution time. Any ideas...
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