Purchase Approver View
We have several purchase approvers that are not members of our IT team that need to be able to view all POs where they are listed as an approver. They should not have access to change or modify anything, view only. I need to have more advanced permissions within Purchasing to create the role to limit what is viewed. Our current options only include Cancelling a PO and Adding New Vendor Service.
[SDF-50378] Edit Preview for Solutions
Is there a way to edit or disable the preview for Solutions? The published solutions only has formatting when you click inside. Preview looks terrible!
Auto-close Incidents attached to a Problem and/or Change Request
When closing a Problem or completing a Change Request all Incidents attached should automatically close. There could be a large number of incidents that are attached to a Problem and it would be more efficient to close these along with the Problem rather than close them individually. This could be an option in the Change Closure Rules and Problem Closure Rules.
[SDF-48875, SDF-52451, SDF-43382, SD-85391 and SD-85392] Link request behaviour
Some suggestions for linking requests :) 1) On my browser (Firefox for Mac) the link popup window is always too small so you have to scroll down to find the link button. Would be nice if it was visible from the outset as otherwise it's not obvious it's there! 2) It would be really handy if tickets from the same requester were highlighted/displayed by default as I find that the vast majority of link requests are where someone asks a different question on the tail of a previous one. 3) It'd be nice
Define accesss to Assets & Tasks Group
Ability add permission to Tech. to view their group tasks and group assets. Roles\Permistion\All in group & Assigned to Technician [Requests and Changes & Assets & Tasks ]
[SDF-27213] Custom views for requests - using "and" & "or" in the same view
Hi Community, Is it possible to use the logical operations "and" & "or" together in the same custom view? Here is an example for a better understanding: I'd like to create a custom view with the following parameters: - Ticket is assigned to Tech xx or - Ticket is not assigned to a Support Group and - Ticket Request Status is not 'Closed' or 'Resolved' As of right now it is not possible to configure it as seen above, because you can only use "or" or "and" twice or none. Thanks for the help! Best Regards,
Large File Attachment Notification to Requester
When a requester submits a ticket with a file attachment larger than 10 MB, the technicians receives a notification that the attachment was dropped. Can we also create a notification that gets sent to the requester when the attachment is dropped due to file size? Thanks
postgres data export help needed
I need to bulk export requests with all the data which must include all the conversation history. I have looked through custom reports and analytics plus but i cant find the table/ field where i can grab this from. Our ME database is postgres. Thanks
[SDF-24799] Templates for Announcements
Hello, I was wondering if Announcement Templates are on the road map for future releases? Our organization likes to have multiple templates for outages and notifications for the general business. Thanks!
Business Rule - Run once / Run limit
Hi, We have a business rule to notify service management when the priority of a ticket is created as P1/P2 or edited to be a P1/P2. The problem is that whenever anything is edited in the ticket from then on the business rule runs every time. We only really need to be notified once. I think there are probably more use cases to imposing a run once or run limit to business rules. In the meantime is there a different way of achieving the behavior I've described above? Thanks in advance, Dave
Catalan language
Hello, Any plans to add the Catalan language in ServiceDesk Plus? Thank you.
[SDF-85272] Associate Multiple Incidents to a Problem from Request View
I just updated our SDP instance to Enterprise and I would like to start using the Problems feature. I noticed there is no way to associate multiple incidents in the request view and assign a problem. It would make sense to be able to do this so technicians can select multiple incidents that came in for the same thing. Going to the Problem module and then associating via search doesn't make the most sense. Neither does editing each incident individually.
[SDF-85209] Additional keyboard shortcuts
A keyboard shortcut for 'link requests' would be really useful - this is a feature I use a lot :) Another thing I'd really like to see a shortcut for is for 'add new work log' . It would also be really handy if there was some sort of 'quick close' -- either a button or a shortcut -- as often people reply saying 'thanks' and a quick way to close those tickets could make things a bit faster.
Closing requests
Are we able to modify the fields shown when closing a request? The Desktop team leader has asked me if we can modify the ‘Has requester acknowledge the resolution’ to a drop down menu to have the option to select; - Verbal follow up - Email follow up - No follow up required – notification of request closure is sufficient
Multiple email addresses for fetching
I was wondering if you could implement this idea. We have a division system administrators and a application administrators. Both of these to have access to ServiceDesk. And for about a week or 2 we are using the mail fetching option. But its only possible to do this for 1 mail address. Is it possible to do this for 2?? And when the emails are fetched a support group is added to the call. with kind regards, Jeroen
Feature Request: Resource Management
We're testing the new resource management function and have some feature requests or questions for the team: - Under the Home page, would like additional filter options including Project Title - Under the Home page, would like to be able to filter by Project - the ability to create a project team filter instead of recreating via the Technician filter - Under Project filter, would like to be able to filter on specific projects and not just members - ability to view the Task Description on hover -
[ SDF-28651] Survey Notification
Survey Notification to Tech, when a requester fill the Survey
Feature Request - VIP Technician
Hi, We have just implemented using the VIP User for our Executive but there are 2 which are Technicians in ServiceDesk which we would like to set them as VIP as well. Is this possible? Regards, James Rittmeyer Fraser Coast Regional Council
[SDF-38783,SDF-38963,SDF-37516] User Groups criteria
Please add all users custom fields to User Groups criteria Default criteria are very limited!
[SDF-84846] Form & Field Rule in Request Life Cycle
Hi, Thanks for RLC feature, but I think this feature needs to "Form and Field rule" or actions. For example we need to change field or empty field or even disable or enable some fields on click transition. Please complete RLC feature with these actions. Already I can't develop all our workflow with this options. Thanks for listening
Admin option to restart application
Hi, The admin of the SDP instance does not always have access to the server that it's installed on to perform application / service restarts. There are actions that require a restart to take effect like configuring new plugins or applying translation changes etc. Can there be an option in the admin panel that allows an admin to restart the application? With appropriate, this will make the application unavailable for x minutes warnings. Cheers, Dave
Automated response
Hi, I was wondering if there was a way to have a different automated response be sent out depending on what type of priority the support ticket is, or what client is emailing. Currently I can only see one place to edit a single response. Thanks, Jareth
Service Catalog Shortcut or Link to Templates in other Service Categories
For the record, we are not on the latest version. We are on 10.5.x, so if this is already a feature, it would just give me another reason to move this along. The CHALLENGE: We make extensive use of the Service Catalog and within that we have several platforms (which we distinguish as Services and as Service Categories) that share underlying services. For example, we have an integrated CRM, ERP, EMR, portals, etc. Not all users use all the platforms and, depending on the platform, they may have different
[SDF-84657] Reply Template
Hi! I need to add a specific bottom text with variables to all new reply templates created by technicians. All letters sended by SDP should be in one pattern. Technicians should edit only reply text, but not all template. Is there possible? If not, how to disable this ability for technicians? p.s. where is html editor for reply template at least for sdadmin?
Acknowledge requester at a request pick up
Hi there, I'm wondering if there is a way to automatically aknowledge the Requester when a Technician picks up a request. In "Admin -> Notifications Rules" there is nothing but "Notify requester when a request is assigned to a technician.", which is not what I'm looking for. I didn't found anything about it in this forum.. Thanks in advance
[SDF-59469] Change Dependency
Hi there Is there a way to create a change dependency relationship? For example Change 2 "Set up FTP transfer" is dependent on Change 1 "Create firewall exception". So if Change 1 is delayed or doesn't happen then Change 2 shouldn't be done. Many thanks, Dave
Report - Flexible date range - x days
Hi there, I'm not good at creating SQL query reports... Can I please request a date range function WITHIN THE REPORT GUI that allows me to specify a range as x days from / before today? For example a range of between today and 10 days from now in the future / past. 'This week' and 'Next week' would omit a lot of data if they are run mid week for example. It would also allow us to schedule relevant reports without having to amend to a specific date range each time. Or at the very least could you please
[SDF-35886] Feature Request: Filter for Reply Templates
Testing the new custom reply templates and would like the ability to filter Templates by: - All - Created by yourself Also the ability to associate a template to a specific support group and filter by group.
ManageEngine Servicedesk Plus Rest API for GET and POST
Hi I tried to View all Request in ManageEngine Via Get method through Postman and Python code with certain INPUT PARAMETERS but the output got is default output. INPUT Parameters are not being considered. The same thing is working on ManageEngine Servicedesk Plus API console. Neither are we able to POST data to it via POSTMAN and PYTHON Code. Please suggest a solution to it. Urgent!!! Thank You
Active Directory import failed record
We need a better way to see what the failed record was in a Import from Active Directory. Should be able to click on a link to see the failed record and why it failed.
Popup Notice when Business rule met
Hi, I need to display a message when a certain Business rule is hit. Is it possible to use Execute Script, and if yes how would I go about scripting this? Many thanks, Lisa Database Name = Microsoft SQL Server Current Build = 11005
Project Management additional fields
Dear forum members, is there any possibility to add custom fields to projects? Existing set doesn't met business requirements. Actually, this module looks a bit cut...
[SDF-65432] Work Log question
Are we able to change the link for Worklogs from Owner to Charge ID? Also, can we show Additional Fields in the column list?
request ID: SDF-60554
Can someone tell me what is the status of this development number? And is there a way for me to check on this? The road map does not have the feature ID
[SDF-33164] Approval
Today you press a Approval button in the approval flow but to be a valid approval that is similar to a signature you should input your password(AD) and then press approve. If you can add this we would be very happy then we can get rid of all paper based request forms and add them to the self service portal as request forms. Kr Thomas
[SDF-33164] Feature Request: Ability to upload/sign documents
We'd like the ability to add an Adobe esignature in the browser preview screen or the ability for approvers to upload via the Approval screen. Use Case: Following a submitted contract ticket, the details are sent to various signatories. These individuals review the contract details, contained within the ticket, and then esign a PDF document. We're trying to remove some of these manual steps and would prefer to have the ability to add an esignature via the browser preview window or the ability for
Survey functionality extremely limited
The survey functionality is extremely limited - having just the free-text field and no other options like drop-downs, radio buttons, etc means that it is almost useless if trying to conduct a meaningful survey. Users are not going to be typing lots of text, and you want to be able to use some field options (like radio buttons, etc) to be able to do proper analysis of survey results.
Showing effort across days (Availability Chart)
We'd like to be able to show effort for a task/request/change in the calendar. Currently the calendar shows the count of events that are due on a specific date. This information is useful but it does not show how much a) time the technician allocates to a task (effort) and b) available cycles for the week/month Pie in the sky is to have a resource utilization chart similar to what is available in ZOHO Projects. https://www.zoho.com/projects/resource-utlization-chart.html SD 9311 Enterprise MS
SMS alerts for Requestors
My biggest issue is with SMS alerts for Requesters', why is this feature still not integrated??
{SDF-84264} Confirmation Dialog options
Since SDP is mostly browser based, is there a way to add confirmation boxes when a user may have accidentally hit a button to navigate away from a page. Sometimes accidentally hitting the back button or mouse keys that jump back a page can cause the user to lose all the data entered into it. None of the pages in SDP seem to have any confirmation dialog boxes...seems like an odd thing to leave out for browser based software.
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