Purchasing Webshop
It would be great if we could have a webshop page in SDP so our customers can raise a request for new equipment by simply selecting items from a webshop style page, then this to be linked to the purchasing section and following the approval work flow etc.
RSS Feeds for Announcements
Hello, We have recently purchsed SDP, and have a novel idea. It would be very handy to have an RSS feed, which we could intergrate into our staff portal. So staff can instantly see announcements from SDP, without the need to go directly to the SDP Support Desk. Cheers, J @ Surrey Satellite Technology Ltd
Mandate asset field
Hi all, Has anyone found a way of mandating the asset(s) field in a ticket using a script? I currently have a window prompt to remind users to provide their PC or Laptop number but we're finding that it's being ignored. Thanks.
Capability for requestors to create a request with the choice of leasing multiple assets
Hi community, At our organization we provide our users a variety of assets to be leased (loaned) for specified amount of time, primarily to be used when they travel for work outside of the office. Current Process 1) Users fill out a Microsoft Word form with the asset(s) (iPhones, iPads, laptops, GSM phones, etc) they would like to lease, the dates and the location they are planning to be in. 2) The form is then submitted as a Word doc via email that goes into our requests queue. 3) The technician
Different operational hours for different support group
Hi, We have multi support group that have different operational hours. Can you add this as feature in next release? Thanks
SDF-25339 - Merge Notifications
Is there any advancement on this feature request? We have issues when 2 staff members put in duplicate requests and not knowing that their case is merged with another. This leads them to think that their request was just simply deleted and understandably causes anger on their end.
SDF-59459 - Adroid App Notifications
Is there any update to this feature request? This is causing some major workflow hindrances to some of our mobile users.
Adding new domain
Having problems adding new domain, need help.
Does ServiceDesk Plus offer any quick ticket functionality?
Is there any way to form quick tickets where you choose a ticket type from a list of quick tickets, fill out a few fields and close it without having to save it first? This really helps with ticket entry of simple, redundant tasks like password resets. Username, system name, password reset, completed, then save all in one step.
Change task visibility for Requesters
Dear All, We have been receiving feedback from requesters in our organization that they are not able to know the status of a ticket, which has different tasks created. As an example, when we have a new User on-boarding and several tasks are triggered to different teams, for hardware, access to different systems (different teams), phone extension, etc etc. We would like to select some of the tasks to be visible to end users so they could have information of what had been done and what is pending,
Images in work log entries
Hi Any chance you could make it possible to paste images into work log entries? It's very often handy to record a screenshot relating to a job, but at the moment the only way I've found to record things like that against a request is to add a reply to the conversation with the ServiceDesk as the recipient. Not ideal for two reasons. 1, it confuses the 'discussion', and 2 it becomes part of what the requester can see. Best regards, Paul
Ability to set the DueBy Date through Field and Form Rules
I know that this question has been asked, and I know that it can be done using Custom Triggers and Python. But not all of us are comfortable with this method. I would like to be able to give the Requester a field of say, Required By Date, and use this to set the DueBy Date. That would mean that, for certain Requests, I don't need an SLA or to use Impact and Urgency. I can't be alone in wanting to do something like this?
Task Comment notification
The owner receives comment notifications but the Creator does not. Can a rule be added so the Creator receives the notifications as well?
How to stop duplicate tickets being emailed.
I have a problem with duplicate ticket creation, there should be a way to set Service Desk so that if a ticket comes in with the same subject and from the same person of an already open ticket that it wont create a new one. I.e. i have a monitoring system that mails the helpdesk once a day of servers with low hard drive space, if the ticket isn't resolved during that day, the next day a 2nd ticket gets created with the same description etc when the system should be smart enough to realize it is
Make announcement with business rule
Hello, Is it possible that the SD+ ITIL system automaticly makes an announcement if an incident has a priority "Urgent" of "Critical". In our case Urgent or Critical incidents indicates that more then one employee or a total process in involved. In that case we can inform everyone at ones with an announcement. I tried it with business rules but its not possible. Thanks Richard
Tasks as Mandatory Field for Request Closing Rules
Hi Guys, Is there any way in ME SD that before a Requests can be closed, the system must make sure that all associated tasks for the request must be Closed? Thanks D.
Selectable templates for Announcements
We have a 'traffic light' style announcement system for notifying staff of: * Information - Green * Important - Orange / Yellow * Critical - Red For each of these we have a template with the correct color scheme etc. I would love to see a selectable template in the announcement feature where we could choose the severity of the announcement before it is sent out. A drop down to select form a pre-set list of templates would be great and allow us to continue with our overall branding of the ServiceDesk.
Define Category, Sub Category, and item depending on group
Hi Team, Is it possible to assign certain Category, Sub Category, and Item variables depending on which group a ticket is assigned to? Were looking at rolling out SDP to other departments. I understand currently SDP does not support adding multiple queues. And we don't want to have to set up separate instances for different departments. We were thinking of assigning technicians to groups, then creating templates and using field and form rules to assign tickets to the appropriate group. But when configuring
Incident template with pre-filled worklog
consider the following scenario: (and every IT Service desk person will know what I'm talking about) User calls because account is locked out. 1. Record user's info. 2. Unlock user's account. 3. Verify user has logged in successfully. Now, create incident request via template (in our case we have an Account Locked Out template). In SDP you have 2 choices: Worklog mandatory or Worklog NOT mandatory. Since we chose to have worklog mandatory, we would like the ability to include a prefilled worklog
Create Request by Calls - VoIP
Hi Team, The ServiceDesk Plus MSP application has the function of creating a request for IP telephony calls. It would be great to have the function in SD, other SD competences have the function of creating requests for calls, today companies have VoIP in all their facilities. regards Camila Duarte Security SRL
Print to PDF (Form)
We'd like the ability to print just the form fields in a request without the conversation/details/etc.. We are trying to use forms to streamline and automate some paper based forms but run in to issues when users try to print the form. Some of the forms require a signature and will need to be printed and referenced. The ability to print just the form into a custom pdf or template would help us.
SAR and Security Incidents module
With the introduction of GDPR we need an easy way to manage SAR (service access requests) so creating a workflow that manages any such request so that the staff concerned are chased and deliver the information within the time scales, it would also enable us to make sure and have an audit trail to prove we have done this correctly. also on the same request of a security incident module - https://pitstop.manageengine.com/portal/community/topic/feature-request-for-servicedesk-plus-both-on-demand-and-on-premise-versions
Hide Groups - FFR
We'd like the ability to hide certain groups from an incident template using field and form rules. Currently Group is not an available option from the drop-down. Why do we want this? We are using the Tech Availability Chart to assign and view resources. Since our team is split across multiple Support Groups, we created separate Support Groups per Manager team. This way managers and team members can view their teams availability without having to locate everyone across multiple support groups.
Mandate CAB members in change control template
Hi, Is it possible to mandate a default cab member in a change template? For example in the default change template the CIO must be a cab approver and cannot be removed. Regards, Jacob.
Change Management Custom Triggers
To Implement Change Management, we need to have custom triggers, to change status of CR's. Following is the scenario: 1. In Implementation Stage: a. Status: Deploy changes in Dev: Once Task for deploying in Dev is complete, custom trigger kicks in to Change Status to Deploy in QA. Or b. Status: Deploy changes in Dev: Once Action on Status Deploy in Dev is complete, Custom Trigger for action, "Deploy in Dev Complete" is selected. This should change the Status in Implementation Stage to Apply in QA.
Allow Technicians Without Admin Permissions the Ability to Delete Relationships
Hello, It appears that as the program currently stands, non-Admin Technicians cannot be given permissions to delete relationships of Non-Assets CI types. They don't even have the ability to see the List View when in the relationships tab (which is where the deletes are made). Even if the technician has created the relationship themselves, they still don't have the ability to delete it which is an issue for us. We're trying to limit the amount of people we give admin permissions to, but we want users
Removal of Timestamp from Task creation
We'd like to ability to not have a time stamp (hrs) assigned to tasks or the ability to disable notifications to within operational hours only or map the site's operational hours to the time fields. Current timestamp behaviour when creating a task is 00:00:00: This creates issues for techs/pms receiving past due/reminder notifications after hours.
Notification: Task comment creation (Project)
Under Task notifications we'd like to be able to provide who created the comment in the Task. This is especially useful when multiple people are working on a Project task and collaborating through comments. There is a 'created by' option but this is for the creator of the Task and not necessarily the person who has commented.
create request from task
Hello It turns out that we often have the case that a task associated is so important or complex that we want to make a request from it. Would it make sense to add in the task windows an action button to create a new request from the task and to close directly the same task? The newly created task should have the same title & description then the task it should be assigned to the same group / technician the due date of the request should be the Scheduled End TimeWhat do you think? Best regards, Marc
Requiring attachments
Is there a script that can be executed to make the attachment button required/mandated? Thank you!
Popular Solutions: Ability to choose # to display and pin articles
We would like to be able to 'pin' popular articles above the most-hit articles for requesters viewing the service desk portal When we do product releases, there are often times where we have specific issues or requests that we anticipate coming into the Service Desk, and we'd like to be able to pin those to the top to reduce the tickets that need to be created. Also, it would be nice to be able to control how many articles we display in that widget and have it be able to scroll. Thanks, Adam
Linked requests
Afternoon Everyone, first post on here for me, so hello to everyone that uses the forum. It's been a valuable source of info as we're in the middle of implementing Service Desk Plus, Desktop Central and AD Self Service. I've got a couple of development requests, my first being the resolution of linked calls changing the status If I add a resolution to the parent linked call, it will add the resolution into the child calls fine. What it won't do is change the status on the child calls to resolved.
Feature Request: View Created Time in Task view
When viewing tasks, it would be helpful if we could select 'Created Time' as a viewable column:
Change Calendar: Month vs. Week
Feature request to enable the ability to select the change type within the week view. Currently the ability to filter by type is only visible in the month view:
Report column formatting
Is it possible to correct the format of reports to not justify the 'Organization Details' information to the far right. If we shorten the details the column is still justified and skews the print out and excel book:
Technician Name as tech firstname and tech lastname variables
This request goes back a long time, but it continues to slow us down. We use standardized templates for replies to requests, and we have to manually go in and delete the last name. The reality is, we want to reply informally with "Sincere, John." But we can't and instead have to live with, "Sincerely, Doe, John" or edit every reply to erase the last name. Thanks, Adam
SLA enhancement - OLA's, UPC's
Big ask here - can you look at the SLA area and look to add the other elements of managing the Service Agreements with the business. I believe in V8.0 the SLA side is being enhanced to tie in with the Service Catalog which sounds interesting and exciting ( as Service Level management can be!! ) To have a way of managing the relationships inside IT, with the requirements for the teams to turn around work within a given time that fits inside the SLA, that way we have the OLA's We would be able to report
Asset States
Can we add a Asset State called Standalone which will act like Disposed where the Standalone assets will not be scanned. We have lots of standalone computers that are only scanned through Standalone scans. Now everyday ServiceDesk is trying to scan them but they are not on our network so we get errors that Scan Failed.
Add a new filter option to Advanced Filter for a custom report
Hi - is there a way to add a new filter option under advanced filters? Long story short, I import a file when new plans are added. Currently we have to update three different queries based on plan year end. I want to add a filter for 'Plan Year end'. This way it would automate the updates as the filters would be more like if = 3,6,9,12 pull these plans or if = 1,4,7,10 pull these plans. Thank you
Can we please have an icon to symbolize requests associated to Problem Tickets?
When we have a Problem that generates a number of Incidents, we often have to go through our queue and quickly associate the Incident to the problem. I'd like to have an icon (such as we have for email send/reply, note, tasks configured) so that we can see that the incident has or has not been associated with the problem. Otherwise, we have to open every ticket just to see if it has been assigned to a problem. Thank you, Adam
Next Page