[SDF-37160] Desktop Central to ServiceDesk software license replication
We have been users of ServiceDesk and Desktop Central for quite sometime. Recently, we have upgrade the ServiceDesk to Professional to enable integration with Desktop Central. It would be nice if the software licenses maintained under Desktop Central could be replicated to ServiceDesk. We are having to enter the licenses in both places for all parties to get a consistent view.
[SDF-48997] Preventive Maintenance Task
Hello SDP Team It will be more convenient if there is a disable option for Preventive Maintenance tasks. Regards Rayeez
[SDF-84310] Service Catalog Configuration
Can you add the ability to change Service catalog descriptions for the categories themselves to the active templates view, and when you expand allow another tab to open so you can either edit the template within the category and keep track of which template you are on somehow or if that is not possible make it so when you click back it keeps the list expanded. Here is the reorder screen, you cannot make changes here, and moving these items around is counter intuitive, it would make more sense to
Operational Level Agreement in SDP
Dear SDP Support, Our organization using Service Desk Plus application to manage IT Helpdesk on day to day operations. We are looking for Operational level agreement (OLA) for support groups. I checked in SDP roadmap that the feature is currently in implementation phase. Could you share the ETA of this feature? Do you have approximate date and time when this feature will be released officially? Regards, Bharani Kumar
[SD-83389] Exception message : Please fill the mandatory fields
When manage engine auto closes requests and an error occures an error is logged. Could you add the ticket Nr? Internal operation failure : AUTO_CLOSE. Operation description - request.history.auto.close. Exception message : Please fill the mandatory fields Internal operation failure : AUTO_CLOSE. #5293 Operation description - request.history.auto.close. Exception message : Please fill the mandatory fields
[SDF-50423] Page Numbers in the Logs
It would be beneficial when checking logs via the GUI to be able to navigate by page numbers instead of having to manually click through many pages to see the results of an event. This is especially true of events that are no longer visible in the serverout files on the server itself.
IT Communications
New Feature request - IT Communications. Similar to attached screenshot. Need ability to create IT Communications that will be emailed out to all employees. Would like to modify layout and add new fields to the notification.
[SDF-77581] Change management - Mail notifications
Hi, How can i setup notifications for our Change manager when someone responds to a notification mail for a change request? As of now, the email gets added to "Conversations" in the change request, but our change manager doesn't know this, as there is no notification email sent to him.
Asset + Access Tracking
Hi there, I'm not very familiar with the asset module in SDP so if there is relevant documentation please let me know. We have SDP and Desktop Central. We're trying to build a view of a users assets and accesses. The common scenario is that a user leaves the business so we need to know did they have: Assets This is fine. These are recorded and associated through Desktop Central. Licenced software installed to those assets This is fine. These are recorded and associated through Desktop Central. Access
SDP mobile app and SSO Roadmap
Any plans to update the SSO capability for SDP mobile app?
[SDF-84106] Pending Approval Icon Update request
The ‘My Requests or Tasks’ filtered view is very helpful in being able to see what the approval status of the ticket associated to a task is. I think it could be improved by displaying the Stage that is currently pending approval in the pending approval icon area. Obviously we won’t know exactly which approval is on which stage, but for our environment, we will have a pretty good guess as to what’s pending if we know which stage is pending. This would help us to know approximately how long it will
Task Formatting
Can a task retain formatting from the Task View? Feature Request Formatted as this: Displays as this: This causes items to get missed in a task that has multiple items within the task.
Add Pending Approval icon to Task View
From comment thread on topic ‘Approval Templates’ https://pitstop.manageengine.com/portal/community/topic/approval-templates-10-3-2016 As I said, the ‘My Requests or Tasks’ filtered view is very helpful in seeing the approval status of the ticket associated to a task, but there are scenarios where the task is in my group, but assigned to another technician, I’d like to be able to see the ticket approval status from the task view, when I’m reviewing tasks assigned to our group. When my coworker, who
"My Assets" TAB
Hello, Is there a technical opportunity to provide the user with information about the assets that are assigned to him? It would be ideal if this information was on a separate tab "My assets". Something like the one in the screenshot
Requests - workflows
Is there a way that we can setup ServiceDesk, so for request for access to roles a approval request will be sent out to the appropriate person? We have multiple role approvers depending on the type of role.
Restricting "Change Approver" role to specific Technician
Hi, In the existing Change template we would like to restrict Technicians who can be assigned as "Change Approver". Pl let us know how to implement the same. Currently any person who has been assigned with technician access can be assigned as "Change Approver" Regards R Karthikeyan
[SDF-68122,SDF-78056,SDF-82456] Request for Chat features, especially the ability to create a request at chat initiation
Hi folks, I love the constant improvements to SDP. The product has come such a long way. I'd love some additional functionality to the chat feature. I do realize that you are adding support for third-party chat systems, but we love having everything in one place inside of SDP. Here are my ideas: Raise Request when Chat is Initiated If someone requires our assistance, we raise a request. One of the strengths of SDP is that when the requester is populated in a request, one has a complete view of the
Is it possible to generate Request Subject based on Request ID
I would like to generate the Request subject based on a sequence number e.g. the Request ID for new requests that are not copies of an existing request. Is this possible .. how would I set this up in the template ?
Attachment inside an attached msg-file
Good Day I noticed a problem with the Mail-to-Ticket-Function. If there is a .msg as an attachment in a message, the system does not add it as an attachment but rather as a normal Conversation. However, if there is an attachment in the .msg-File, this attachment is not imported into the system. Maybe this could be fixed in a coming update.
Excel list type editing in Request list views
It would be great to have Excel type list editing functionality in the Request views.
Survey widget on self-service portal
Hi, Most users on the self-service portal want to see the Survey widget permanently
[ SDF - 41923 ] Custom views
Hi! It's possible to create custom view with filter by incident template? I can see a such column, but it is no in a filter set.
How about adding SCREENSHOTS to your Adminguide?
Trying to find a way how to search the conversations of all my requests in ManageEngine Servicedesk Plus I stumbled on this guide on how to reach "Advanced search": https://www.manageengine.com/products/service-desk-msp/help/adminguide/requests/advanced-search.html So where is this fabled "settings dropdown"? How about ADDING SOME SCREENSHOTS PERHAPS????? An perhaps even what version of the system the guide was created with? (Since I highly doubt this guide is relevant anymore since I found the
Task Dependencies
I've built a template for my Help Desk to use. The template itself has 9 task on it. These are split between 3 people. I've learned that the Parent/Child dependencies only affects the technician being able to resolve their child task as long as the parent task has been resolved. Our issue is this template is used often so a technicians "Open Task" list fills up very fast. The issue is not all of these task are something the technician is currently working on. Most are child task themselves. I'd like
Associate More than (1) Change to a Problem
We would like the ability to link more than problem to a change Currently it looks like you can only link one and depending on the complexity of the problem, there are times more than one change is required to resolve it.
Incident - Additional Fields: Be able to edit "Help Text"
It would be ideal if you could add/edit the 'Help Text' from the 'Incident - Additional Fields' section of 'Incident Management.' When you're creating a new incident template and you go to add a new field, you're able to edit both the description and help text... and copy the description to the help text. But you are unable to even see the help text from their organized area - Incident - Additional Fields. It's puzzling and has caused some confusion amongst my coworkers.
Importing Reporting_to field from AD
Hi We have managers defined on Active Directory. However, I see that I can not use the existing information for the new "Reporting_to" field. It would be great if auto imported. Otherwise, I may need to export the list from AD and then import it to SDP every week.
Supports Group - Not populating custom view
Hi, We've recently upgraded from 9.0.3 all the way to 11.0 and this to appears to have removed our groups from our custom views. I can't seem to locate a way to globally set these, for people. Can you advise? Sam
Service Request Approval - Workflow
Hi, I'm trying to figure out the best way to implement a request approval in our environment but i seem to miss something and hope there is a workaround for my issue... Here is the scenario typical for our company: We have a Requester who submits a service request with some kind of form attached to it. We have an Approver who is not a technician but has the authority to approve or deny the service request coming from Requester. And we have a Technician who performs a data import to corporate database
[SDF-71164,SDF-73164] tickets - which are confidential
hello, is it possible to have tickets which are confidential for some technicians? We want tickets, that only a limited number of persons can see. The limited number of technicians shall be able to reply the requester. Again, as it i confidential information in the tickets, is it possible to have some tickets with a certain category only to be seen by limited number of technicians. Best regards Thomas
[SDF-82985] New Color Settings feature in v11
Hi Testing the new Color Settings feature to color-code requests in the list view page. How can you make this system global? Every technicians have the same color settings and filter. And why is this button there? Is it a system global settings it should be under Admin tab. There is no way I can not disable button with roles or any other settings. I feel it is very unfinished feature. The feature is great, but please make it a per user setting. SPD v11000
Request Life Cycle Download
Is it possible to have the option to download a RLC workflow as a PDF? We're working with the business to create workflows but would like to share and review with them prior to publishing.
[SDF-65842] Make 'additonal fields' editable in Request List View
We'd like to be able to edit "additional fields" from the request list view.
Better email behaviour
In smaller companies (and sometimes not so small) ticket interactions are primarily via email - I have always operated a rapid response helpdesk where my team can do initial triage, at least, via email. For this we need email in each direction to operate with full fidelity - formatting, clever use of headers, attachments, etc. I know SDP has been (very slowly) improving things in this area, but really I would expect: 1. An email sent to the helpdesk by a requester to be passed through to the techs
Request-ID inside a Message for correct Assigning
Good Day I have some thought of how the Request-ID works and what could be improved from my point of view. As far as I know Messages are only assigned to the correct Ticket if the Request-ID. is inside the Subject of an E-Mail in the Format #Nr.#. For us it would be great if it were also possible that a Message is assigned if the Number is inside the Message itself and not only in the subject. Furthermore, it would be great if we could have multiple options for editing the Ticket-Nr. I know that
Request Closure Code - Notification Variable
Where are we with getting this variable added to the closed notification template? I did a quick search and found several enhancement requests from other users: 5yrs ago: SDF-45930 4yrs ago: SDF-53130 8months ago: SDF-40452
[ SDF - 66458 ]Script to Share Request with user selected by the requester
I would like to develop an incident additional field labeled "On Behalf Of" which, when populated with a user's name, will then trigger a script to automatically share the request with supplied user. I've seen references to scripts for automatically sharing requests, but every time I try to get to the script, the URL points to a page that no longer exists. For example, the second link on this page: https://pitstop.manageengine.com/portal/community/topic/custom-scripts-how-to-automatically-share-a-request-using-custom-triggers
[ SDF-82709 ] Sort by SLA Due By Column
Hello, Is there any chance that making the SLA Due By column in the requests view sortable? We would like to see the SLA's about to expire at the top of the screen. Thanks, James
[ SDF-56835 ] Conversations View and Functions
Good Day Everyone I was wondering if there are any options regarding the Conversations inside a Request. All I see is all the E-Mails in order with the Date and the sender. When I click on a message it, slides open. However, we sometimes have tickets with hundreds of messages and the way it is displayed in our ServiceDesk Plus (on-premise), it is very hard to keep a good overview of all messages and if you need to find a specific, it can be a real struggle. Are there any options or is there something
Field and Form Rule to Remove/Add Approval
I'm building a consolidated form that will take the place of 8 of our current forms. Users will be able to select multiple options on this form. These options will create task for other departments depending on what the need is. Some of these needs will require approval. Is there a way to add approval requirements if certain fields are selected? Almost the same way I'd use a field and form rule to set and unset task based off of field criteria.
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