[SD-82665] Field and Form Rules Tab - Shrink/Remove Action Column
Some of my templates are pretty big. One template I've created is a merger of 8 old forms that we used to use. It has many many Field and Form Rules on it. With the form being so big, and the rules being so numerous it's starting to become a hassle to find the correct rule when making edits to the form. One rule can take up multiple page lengths (when scrolling) due to it showing the Actions that particular rule is taking. My request is that we have the option to hide that Action column. Most everything
VOIP Telephony System Integration with ServiceDesk Plus
Hi, I would like to know if there are any directions in integrating VOIP Telephony System with servicedesk plus. The details of the requester/caller seen in the telephony system (ex. CISCO) will be automatically captured in servicedesk plus. This will be a great help since it will lessen the time of the tier 1 support in manually inputting the end-user/ caller's details in servicedesk plus. I hope you can add this in your future developments. Looking forward for this feature. Thanks, Ella
Current User variable in Reply Template
Is there a variable I can use in the Reply Template that will give me the Current User? I.e. me. No, not $Technician. That gives me the name of the person assigned to the request/ticket, and that is not always me.
Conversations in problem management
For requests SDP is able to track all conversations for the ticket. For problem management there's no way of tracking incoming mails or outgoing mails regarding a problem. So technicians have to add mail content as notes. I think it would be a good idea to have exactly the same functionality for mail conversations regarding a problem that you have today with a request.
[SDF - 82210] Private Group
Hi, I'm not sure if this is an existing feature request but if not can I please request the option of making certain support groups private? What I mean by this is that some of our support team deal with confidential information that shouldn't be accessed by other teams. For example leavers / sickness / dismissals. This information should not be accessible by other technicians. Currently the user roles only allow you to 'Allow technician to view': All All in associated sites All in group & assigned
Feature Request: ability to add fields below Resource section
We're looking for additional enhancements for forms - specifically the ability to display/move the Description or other text fields BELOW the Asset Details section. Purpose is to improve the user experience when completing forms. In some cases we'd like the flow of the form to first have the user select/complete fields (Asset Details) and then enter some additional text (ie: special requests, notes, etc.). Alternatively we'd like the ability to create/insert multi line resource fields to accomplish
FR: Disable New Requests or disable requesters.
There are times during the year we need to be able to fully close the helpdesk for different reasons. I would really like to be able to somehow disable new requests from being created or disable requesters from logging in. I would still need technicians to be able to login and utilize tasks etc... Thanks, Kevin
Reply to specific Notes/Conversations
We have some suggestions to improve tech/tech conversations with in a ticket: the ability to reply to a particular note or email conversation and begin a new thread the ability to collapse or expand all notes or email conversations ability to notify others with a note (use the same function as 'notify when a ticket is added' box/fields) embed pictures in a note attach a file within a note
Feature Request: Worklog to Closure
We really like the new Request Closure wizard and would like to see this small change to the Workflog window. If the worklog is mandated and missed upon closure, the tech is guided to the Worklog tab. Once the worklog is added they then must Save and go back to the Status field to select Close. We'd like to see a new button added to say 'Save and Close' which will then start the closure process:
Roadmap and Team workload
Hi team We have a lot of changes and projects that it's difficult to have a complete view of everything, also because we create project and change for somethings that we want to do maybe in the next months or year I think it will be helpfull if there is a dashboard with a roadmap of your changes and projects that the IT manager can move on the timesheet by priority that can change during the year (maybe updating the data of milestone or task automatically) I found helpful also have the possibility
Associate CI to request or incident
Is it at all possible to associate CI's with a request or incident? There was a request 2 years ago for this and I'm now finding myself in the same position as wanting to do the same. https://pitstop.manageengine.com/portal/community/topic/associate-ci-to-request-service-or-incident Use Case 1 A ticket is raised regarding an issue with a specific business service that is within the CMDB, that business service is associated with the ticket and we can utilise FAFR's and custom triggers to modify other
CHANGE - Planning - Requests caused by change
Hi there, Is there an existing feature request to move the 'Requests caused due to this Change' list to Review or Close? If not, can I raise one? It makes no sense in planning... Are you planning a change that will cause requests/incidents? It makes more sense for it to be in the review or close stage when you're deciding whether a change has been successful or not. Many thanks, Dave
[SDF-24778] - Custom criteria for custom triggers/business rules
Is SDF-24778 going to be in an upcoming release at all? I'd like to be able to use the resolution and other additional fields as a criteria for custom triggers. It would also be nice to see for business rules. Thanks.
Change request - User group selection
We have a multi-site SDP setup. When creating a change request, we would like the ability to select a user group from other site instead of selecting individual users one by one. eg. in implementer field, select an IT support user group instead of select users one by one.
[SDF-69934] Increase character limit when sharing request
Hi there Can we increase the character limit when sharing requests? It is currently pretty low.
Variables for Notifications are not displayed
Good Day I have a Problem with the variables for Notifications. I added a "User – Additional Field" and I want to use the Field in a notification template. However when I type in the $-Symbol in the editor of the notification. The Field I added is not displayed. Could you help me out there? Our use case is that we would like to personalize our Notifications with "Dear Mister last name" or "Dear Madam last name". We have saved this information about the user in our Active Directory and we are able
[SOLVED] "SDF-72081" Can I change the link text that $SurveyLink generates?
It appears that when I use $SurveyLink in a survey template, the resulting email has the following text for the 2 links: Attend Survey Skip Survey Can this be changed? "Attend Survey" is not really common in American English. "Complete Survey" or something similar would be better. Can I change it?
How get notifications from json request?
Hello Is there any way for get new technician's notifications by json request?
[ SDF-81277] Pick List sort
Hi there, I have a pick list in the 'Change - Additional Fields' that has the values {High, Medium, Low} It's sorting alphabetically so it offers the options as {High, Low, Medium} It's not that important but it doesn't make sense in the context of what I'm doing. Apart from using something like {1 High, 2 Medium, 3 Low} is there any way around this?
Share Gantt Chart url
Would like to have the ability to link (url) or embed a projects gantt chart as a widget within a dashboard. The view would be shared to technicians and requesters that are able to login into to SD+. Currently if you try and link the page to a widget, the html code is a mess and the link reverts to the main project detail page.
Approval Request: Removal notification
We'd like the ability to notify the approver if the approval request has been deleted/removed from the request or change.
Notify Project Owner of availability
We'd like to be able to notify Project Owners/Task Creators when an assigned technician marks leave. Would it be possible to add another notification template similar to the following but centred on Projects/Tasks:
Task Comment creator variable
Is there a variable that we can add to Task comment notifications to inform people who created the comment? We can add who created the Task and who it's assigned too, but not who created the comment. Often we have several people who might be notified or actioning/comment on a Task.
Autochange the status when "assign to" another technician
I created new status in In Progress List How to make autochange the status ticket, when technician "assign to" another technician.
additinal status in Completed List of Requester
I create 2 another status in Completed List ( Success & Reject) I want to make Requester can change the ticket that already Quotation Resolved to ( Success & Reject). How to show the status in requester menu & how to configure it ?
How define technician id by Key API ?
Hello! How define technician id by Key API ? For example: 1. User has Key for get API request from SDesk without login&password auth. 2. He wants to get all his own "open" Orders without login&password auth. Is there any methods identify UserID or technicianID by API key and get his orders by json? Thanks!
Help Card on Technician view
Hi, Is it possible to add a technicians version of the Help Card that is displayed on the Requester form view, to the Technician form view, maybe as an optional config, or that you can hide/collapse for those businesses that wouldn't use it. I think it would be helpful to give additional advice to technician while logging up a call. To give an example: New Mobile phone request. On the Requester version we explain the conditions that need to be met before a new mobile to be approved. It would
E-mail Note to Requester
Hello, A feature that would be very helpful, and was brought up by another person over 5 years ago, is the ability to check a box when adding a note to a request that says "E-mail this note to Requester" just like there is for "E-mail this note to the technician." We always update the request with notes, and check the box "Show this note to Requester" but that requires the Requester to actually log in and check the notes, which they don't. Would be very nice to have this option available (and
Request: Solutions Report
I'd like to see reports for solutions--similar to how you can generate Reports for requests For instance, a reports covering: Solutions updated per week New Solutions Solutions Viewed Total Solutions Viewed per specified time/date It would be helpful to see comments in a report. Thanks!
(SDF-50035) Change ID number ex: CR4023,CR3123
Dear Support team, FYA
Ability to sync user photos from AD
We should be able to sync user photos from AD Attribute thumbnailPhoto and manage them for all users.
Feature Request: Add variables to Change notifications
We'd like the ability to provide a link to an attached ticket via this change notification: Right now the variable to share the attached Incident is: $Incidents We like to also include $RequestLink and $TItle for the Request in the notification.
Ability for Approver to reply to ticket
Hi I think a good feature would be if an approver of a request can have the ability to reply to a ticket before they approve or deny a request. that way if they need anymore information they can ask for it before making a decision Regards Adam
File preview not available
Hi I notised in SDP 10 that when I click a docx or xlsx file a message "Preview not available" is displayed. Is it possible to add some kind of file preview extension for common files types, like Office and pdf files? Or is this a feature for a later release? SDP build 10008 and Windows 2012R2.
Use rich text editor in more fields
The Project Description field uses the rich text editor. Request the same in: Project comment Task description Task comment We want to link from ServiceDesk Plus as a project management tool to project artifacts that available via HTTP URLs. If we put URLs as text in there is hard to read and isn't hyperlinked. Thanks, Tom.
Reports - Advanced Filtering - Notes and Conversation
Is there a plan to enhance the Advanced Filtering of the Reports module to include: Notes and Conversation?
Plan for adding another layer of authentication - FIDO2, U2F, Smart card, and OTP
Is there a plan to further secure logins of technician using any of these technologies - FIDO2, U2F, Smart card, and OTP?
Allow more conditions for custom trigger actions
ServiceDesk Plus custom trigger actions allow to be configured under several conditions as of v9.4 build 9406: It would be very useful to allow some more common events on Requests: When a Request is Deleted When a Request is Merged Thanks!
[SDF-61379] Trash bin for tasks
Our technicians would like to have an option to restore deleted tasks. While there is a trash bin for requests, it does not look like there is a trash bin for individual tasks. Can you please add this feature?
Import Technicians from CSV, Active Directory or change multiple requesters to technicians
Hello there, I am new to SD Plus, and I need to create multiple technicians. I have an option for importing accounts from Active Directory or CSV but for requesters. I cannot find the same option for technicians. If there is no option for importing multiple technicians, how can I change multiple requesters into technicians? Is there an API I can use for that? Thanks, Alex.
Next Page