[SDF-57723] Import requests to specific template
When you import requests and match fields to the headers of the XLS unless those fields are present within the default template the mapped fields do not get displayed. Is it possible to select the template you want the import to use?
SDF-65805
Hi all, is there a update on SDF-65805, we still have a ongoing requirement for SLA's for service requests. Many thanks, Andrew
[SDF-59846] Show Project ID Within Project
Good afternoon, would it be possible to add the Project ID to either the Project Details or above where the Due Date/Milestones/Tasks are located in the Project? We'd like to be able to reference the Project ID from within the project itself rather than having to back out to the project list to find it. Thank you!
Is it possible to Remove Technicians using API?
I don't see anything in the API documentation outside of viewing Technicians and Requesters but I would like to Automate the removal of Technicians to free up licenses as users are terminated. Has anyone ever been able to automate this process or is it even possible? All Google Searches rendered basically nothing.
Change Request - Add Risk Assessment
Do we have a way to add Risk Assessment to Change Request? In the Risk Assessment we would like to select multiple users that were in the Risk Assessment with the abiliity for each of them to approve they were in the Risk Assessment. IT Group Attendee Signature Approval Date
Using Asset groups in problems/change requests
Hi, I was hoping that asset groups could be used in problem/change requests. We have a large number of blade servers grouped together. I would like to be able to select the group when creating a change. This way instead of adding 16 or 32 server assets I can just select 1 or 2 asset groups. Justin
Change Planning Check List
Are there any plans to add an actual checklist to the Change Checklist in Change Planning? I don't understand why a checklist is a text box... Is there another way around this in the current system? Thanks in Advance.
Add multiple Transports to Change Requests
Hello, We are currently trying to implement our IS Change Request process into ServiceDesk. Is there a way to add multiple items similar to the Purchase Request Items. As a work around, I added Additional Fields to Worklogs. But, how many worklogs can we had to an Request.
on call schedule
Is there a way to create a On call schedule in ServiceDesk Plus?
[SDF-78952] Hide "On Behalf of" in template
We recently enabled our On Behalf of Field as we'll be wanting to use it for a few new incident templates are are making for on boarding. But we have other templates we really don't want it on at all since it would only cause confusion for our requesters. Is there a way to hide this field in a template? I don't see it at all except when I preview the template as a requester.
Ticket Colours
I may be mistaken but at a recent SD+ workshop I am sure we were introduced to the ability to see tickets in a queue and individually highlight them different colours for easier administration but for the life of me I cannot find anything referencing that feature. Any advise or tips on getting something similar implemented would be greatly appreciated. Build 10.0 PGSQL
User Interface (UI) customization
Gents, It seems you made ServiceDeskPlus for admins. Where is a nice interface for users (Self-Service Portal) ??? I can change Self-service Portal widgets position. And that is all. How can I modify [background] colors, fonts size, borders, titles, frames, etc (CSS) ? Just compare Dashboard page for admins and UI Self-Service Portal. There is two different worlds. UI is ugly, plain and poor. Thanks
Technician Training Dashboard - Logging records for coaching technicians
Is there a plan to have a feature wherein we can log coaching sessions with technicians within SDP? We have SMEs, Managers, Supervisors, Senior IT personnel who regular perform coaching sessions for new and existing technician for handling improvement on a specific record (i.e. Request, Problem, Change, etc.) Right now, the log recording is all over the place - some in spreadsheets, word docs, and other platforms. It would be easier if we can easily manage it within SDP.
Query to understand the first handling
Hello, I need to create a report that gives me the first move of a ticket. My need arises from understanding how tickets are assigned in my department. What I need is to understand who moved the ticket and what it did. In the history of the request there is all the trace but I don't know how to get it out in a report. Could you kindly help me with a query? I'd like to be able to make a report. thanks a lot
Expand All on Conversation
Hi, We're working on the newish version (10007), and some feedback from my technicians is that it would be helpful to have an Expand/Collapse All button in the new Conversation section so that they don't have to click onto each Note to expand it and so can read through the history of the call quickly. What's the thoughts on that?
SDF-44024
Hi all, there is a news about SDF-44024? Thanks a lot, Davide
[SDF-51074] Task Template: Site
We're trying to use more task templates to speed up request delivery but ran into this 'issue' when building them. Why is it not possible to create a template and assign it to group within a particular Site? The Groups/Techs behave the same as Custom Triggers where available Technicians are only from the 'Not Associated to any Site' group. Why not make all sites available so we can preconfigure the appropriate Group or Technician from the actual Sites we work in?
Task assignment and technician availability
It seems the assignment of a task does not reference the technician availability chart. Please let me know if this can be added to the product roadmap.
Solution acknowledgement
Hello, Is there a way to have users acknowledge whether a solution worked for them or not as part of a resolution? Ideally, if they say no, it appends a note to the ticket stating that the attempted solution failed and the ticket requires additional troubleshooting.
Please sort survey responses by Response Date DESCENDING
We heavily use the survey response feature in SDP. However, whenever we go to Admin > Survey Reports, the responses sorted by Response Date ASCENDING by default. Can you please change this to DESCENDING so we're not having to click the Next button 500 times or having to constantly select a Start/End date? Thanks!
Show Contract to users
Hello, I was wondering if it's possible to show the Contracts section also to normal users othen than technician. I can't find where I can enable this option if present. Thanks.
Shopping cart in Self Service portal?
Hi, When will a shopping cart be implemented in SDPlus Self service portal? Like i.e. ServiceNow self service portal. The current portal is very static. See attached picture.
The variable for the person who reply the request
Hi guy. In E-mails Templates for: Replying to a Request, I only see the variable for the technician, requester ...there is no variable for the person who reply the request. How to add this variable?
Ticket group is set to "Not Assigned" when picked up by a Technician
I've noticed when a ticket is picked up by a technician that is not associated with a group, it marks that user as the technician and sets the group to "Not Assigned". Generally our technicians have their view set to show only their associated support groups. So tickets that are "Not Assigned" to any group aren't easily seen and typically seem to be forgotten. For example, Tech A is in the "Network" support group but not in "Applications". If Tech A picks up a ticket from the "Applications" support
( SDF-75233)Change Management Field - Multiple Choice
Is there any way to do a Multiple choice field? Use case: when a change request is submitted, I would like to select one to many department names that may be impacted by the change. I see that someone submitted a request for this 2 years ago and it was never closed.
Set category and subcategory from request list view
Would it be possible to add the ability to set the ticket category and subcategory from the request list view? Since you can assign requests from here now it would make sense to be able to change the values for other fields here too? Click category and then popup a window to change category and subcategory and item. Currently have to go into every ticket manually to change and we are assigning to groups via category now and people's custom views are by these fields. Thanks, Dean
(SDF-70570) Schedule status change option when replying to request
I make frequent use of the automatic status change (marking a request as on-hold, set to automatically change to open at future point) as in my environment there's lots of lab equipment and we need to coordinate access to it. As far as I'm aware the 'Schedule status change' option is only accessible if you 'edit' the ticket and then change the status. It would be extremely useful if the option also became available if you set a request's status to 'on hold' when replying, as often a conversation
URGENT : Technician not receiving an email indicating request has been approved
Hi - Recently, technicians have not been getting email notifications that the requester has approved the request. Is there a way to enable this? Or is this a bug? Thank you.
Change Blackout Periods
Hi there. We have been using ServiceDesk Plus for a very short time and finally started using the Change Management module. There is a question about Blackout periods. There are times throughout a calendar year where we are not allowed to make any changes on Infrastructure. We would like to block out those dates in the Change calendar so that when someone tries to request a change they are either not allowed to or a message is presented stating that they are making a change during a blackout
Remote Control Tools - Command
Allow the ability to put in a full path in the remote control tools that might contain spaces by allowing quotes around it (like any other command line execution). IE: "C:\Program Files (x86)\Microsoft Configuration Manager\AdminConsole\bin\i386\CmRcViewer.exe" $DEVICENAME Should launch it correctly, but it doesnt.
Is there a way to integrate ZohoCRM+ within ServiceDesk?
Title line. Many Thanks, -JCGrindstaff
Let’s Encrypt integration
It would be great to have automated https://letsencrypt.org/ integration to take the hassle of certificate management away.
Assigned Time Rules
Maybe there is a way to do this today and I may have over looked it, but I would think assign time rules would be a nice addition to the SDP functionality. The problem I am trying to solve is that level 1 technicians assign the ticket to themselves from the main grid to set the assign time, which something we measure (I know be careful what you measure). I have run a few reports and as long as the technician is changed from none to a named technician then the assigned time is update in SDP. I
Increase Limit for Associated Changes to Projects
I've been working on a large project with that has many associated changes. I have found that ServiceDesk limits the amount of changes you can associated to a project to 25. Can this number be set drastically higher? For smaller projects this may be fine but any larger projects could easily have more than 25 changes associated. Thanks
multiple ldap
Hello, Is it possible to connect multiple ldap at once for import users? Or I need to import them separately?
[SDF-30782] Additional Field similar to Description field
Would be nice to have another field to import pictures into the notifications. Using the current notification html don't allow pictures to be emailed to mobile devices. But, If an image is in the Description field it works. We want to add an header with Company logo on top of each notification. ServiceDesk Version 10, Build 10009 MSSQL database
Idea - Automating escalation through Microsoft Teams for ageing tickets
Has anyone worked on automating escalation of ageing tickets to the support group leader's account in Microsoft Teams or Slack? The idea is send a chat notification only once to the support group's leader when the ticket has breached SLA and reached a threshold level (say delayed by 7 days). This is to add a sense of urgency to the ticket.
Solution Permissions by Technician Group
Is there a way to limit certain solution entries to only certain technician groups (much like the way we can limit it to certain user groups)? We have some solutions that we do not want to share with certain technician groups as they contain sensitive information they should not have access to as part of their job scope. If this isn't possible, can this feature be added in a new release?
Requests conversations setting
Hello Is there a way to collapse conversation in the requests by default. thank you
Add another tab to requests
Hi, Would you please consider adding another tab to requests? What we'd like is a tab entitled: Additional Fields Purpose: We have a lot of additional fields in our Service request templates, especially those dealing with Application Enhancement/Development. Those additional fields have to go onto the detail tab making it a bit busy looking. Under most circumstances only the technicians fill these fields in after the original request gets created. We believe having a separate tab for additional
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