Adding mouse-over text and information buttons to form fields
Hi folks, One of many use cases is that I have a 5-character limited text field that I want the user to put in a username. The field is called "User Name." (We don't use domain name as our users rarely know what that is.) Mouse-over text: Presently, when I mouse over this custom field, the mouse-over text simply displays the field name. Can the mouse-over text be customized or show the description rather than the field name? Informational Button: It would be great to have an informational button
Helpdesk Request/Checklist
Hi this is a request for functionality I would like to see in further releases of SD+ Our helpdesk are required to perform daily checks on various systems, i.e check the backups, check out applicaiton platform is up etc, at present we have to generate a seperate request for each task in the servicedesk. I would like to see checklist request functionality (template) added to servicedesk so that a daily/weekly/monthly reoccuring request could be logged to a group/technician. They would then have to
SLA on tasks
I'd love to see SLAs on tasks and the associated reporting that can alert us to the breach of those SLAs.
Include "Share Requests" in the custom views
Hello, we are beginning to use the "Shared Requests" feature of SDP. It appears to have great benefits and use, however - we can currently only view shared requests from the "View your shared requests" filter It would be very helpful if we were able to create a "custom view", which also allowed for the selection of "shared requests" to be included in the custom requests view. This way technicians could view all of their relevant requests, including those that have been shared with them, but are assigned
Three years on and no solution for removing email addresses to be notified upon ticket closure (Feature ID SDF-58130)
The issue outlined in the following three year old post is still a major problem... https://pitstop.manageengine.com/portal/community/topic/permanently-remove-email-addresses-from-cc-field In my estimation, this is less of a feature request and more of a major development oversight. It's been three years. When is this glaring problem going to be fixed?
Python script to assigned a task to a group and a person based off of the submitters site
We have about 20 sites and when somebody submits a Termination Request for a person at the site we add about 25 or so tasks to that ticket for all sites to complete. One particular task is for the local HR team from the site of the submitter, we currently have to leave this blank and go in after the fact and manually assign it to that site and a certain technician. I am looking for a python script to read the site of the submitter and assign it to a particular group from that site and a particular
Can we Lock a ticket while they are being worked on or open?
Multiple techs pick up the same ticket at the same time. and start working the issue only to find out to late they all were working the same issue. This is a big waste of time. Plus frustration. once a ticket has been opened, and i mean for viewing it should be locked until its closed or has been assigned. This way if i open a ticket 10 seconds after another tech i get a message saying this ticket is opened by someone else and can not be edited.
Pre-loading Additional Incident Fields with Data
I ran into a something that would probably be nice to have. I would like if we could have some additional control with "Incident - Additional Fields" and map some of those fields to data that already exists. For instance, I want to make a Pick list called "Implementation Technician", and when we click the drop down, have that drop down filled with a list of technicians. It would be a pain having to manually input every technicians name into a field when we could just map some fields to different
Tooltip or information for existing fields and additional fields
Hi. My name is Facundo and actually im working with Service Desk Plus 9.3 Build 9329 - Enterprise Edition. We are implementing the tool and we are faced with the lack of an option to create a tooltip or "pop-up" information for the predefined fields and the additional fields. It would be especially useful to create these tooltips so that both the users (in fields to be completed) and the technicians (in fields such as Category), know how to use them. Is there any way to create tooltips or edit the
Custom field - multi pick list
For custom field, similar to how we have pick lists, can we have an option where we can select multiple items, e.g. multi tick boxes? There may be more than one option we need to select for a given item.
Add Technician Availability Calendar in Projects
We've like to see the calendar available under the Project Members tab so pm's can see when their team is available for work. Currently they would have to view the entire list of technicians or when possible by the project support group. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Feature Request: Include tasks and Change tickets for Backup Techs
We're starting to utilize the Technician Availability chart and have received good feedback on the use of the Backup Tech and assignment notification features. We would like the notification to be expanded to include Tasks and Change requests. This way when new Tasks or CRs are assigned, the assignee is notified that the technician is away on a specific date. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Attachment in Email notification
Hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
Bulk Edit for Tasks
Feature request to be able to bulk edit tasks similar to how we can bulk edit a ticket.
Attachment in notification Email
hi, we have attached documents in a ticket, we would like System to send same attachments in notification email to the technichian. I have check in previus threads the SDP feature SDF-38910 , is added to support. can you please confirm, if this feature is added to the latest release. we have SDP Eval on premises, we want to verify this feature.
Feature Request: List module in Translation search
Add the ability to see where a search result is found when implementing a translation. For example, we would like to edit a Project Task field 'additional cost ($)' to another name, but when you search two results are shown. How do we know which result is located in the Task field? By adding the module name (i.e: Project, Request, Problem) it will help admins narrow down to the correct entry. Sometimes we don't want to do a blanket 'find & replace' for all entries: SD 9217 Enterprise MS SQL -------------------------
Private General Tasks
Our Chief Information Officer would like to mark some of his General Tasks as private so that they cannot be viewed or reported on by anyone but administrators of ServiceDesk Plus. He would like to use private tasks for sensitive personnel related work.
how to show worklog fields on request template for other technisians?
Hi, On request fulfillment scenario in each task technician should fill some fields which are needed for next tasks.how can i have fields to be filled and available for all technicians ? regards,
Set 'Last update time' for technician created requests
Hi, We do a lot of drop-in support and so it is very common for technicians to manually create requests on behalf of the user. At the moment these requests get created with a "Last Update Time" of "-". This means that they invariably go to the bottom of the request list (as we like to have them sorted by update time). It would be really useful if when these requests were manually created the 'last update time' was set (as the same as the creation time) Thanks for considering!
Is there an anonymous self-service portal in ServiceDesk for creating and tracking requests?
Hello. Does ServiceDesk have an anonymous self-service portal for creating and tracking requests? Sincerely. Igor Stepanenko.
'on hold' schedule status change option in reply
Hi, I love the 'schedule status change' option that you get if you edit a request's properties - this lets me set a request to automatically re-open at a certain point. However, the most common time I want to change a request's status from 'open' to 'on-hold' is when I'm replying to something the requester has said (either the original request, or a conversation item). It would be really useful if when you change the "Update request status from "Open" to "On-Hold" after reply sent" dropdown in the
Suggest answer - Insert Video Guide
Hi Is it possible to insert a video directly in the suggested answers? I have seen that it is possible to insert files and links but is there the possibility to publish a video like the presentation of ServiceDesk Plus? Diego
Only Local Authentication shows in Mobile app login page build 9300
Only Local Authentication shows in Mobile app login page build 9300. AD is not shown there
Suspend/Disable Scheduled Reports
We'd like the ability to suspend or disable an automated report. Instead of deleting the report, to stop the outbound email to stakeholders, we'd like to be able to just suspend it. It will also help keep the content and recipients without having to recreate from scratch. SD 9217 Enterprise MS SQL ------------------------- Canada
Populating pick lists from an existing or custom table.
The ability to add a field which can be populated by a pulldown from a predefined list on an incident, CI or other form is a valuable one. Currently I am not able to find a way to do this without using a picklist in a template. Several use cases for this exist. In the case of department this means we need to maintain two department lists. One on the department table and another on a pick list. This is far from best practice as it duplicates work, increases the possibility of error and does not allow
Creating task with feilds from a request
Is it possible to add fields from a request into a task that is automatically created?
Difference between helpdesk and service desk?
Can Anybody tell me. What is the Main difference between helpdesk and service desk?
Allow multiple domains in scheduled AD import
When you have a multi-domain active directory forest, you can't configure a schedule import as it only allows a single domain import to be scheduled. It would be helpful to be able to schedule more than one AD domain import... TJ
"My Open request & Open task" ? are possible?
Dear sir, We have a view, with 'My Pending request & open task'. in this case we see the all pending request, Open and Onhold... Dou you have a similiar view... like... "My Open request & Open task"? In this opcion the Onold request will be hidden. Thks mb
Automated response when requester replies to old email notification of a closed request
We have a situation where people are using old request notifications to either request something new or re-log the same closed issue weeks or months later. I'm not sure why they find this the easiest way to contact us, but despite attempts at education, it still occurs. We have SDP configured so that closed requests can not re-opened, so the technnician who closed it has to keep an eye out for notifications, assuming they're still around or at work at the time. What would be good is if we could configure
Control Access to Dash Boards
My manager would like to remove the Dashboard for technicians. Doesn't want other members seeing who is closing more tickets than other staff etc.
Convert service request to another service request
Hi, How to convert service request to another service request when requester has been filled mistake request template. Thanks
Control access to Broadcast Message
would like to limit who can send broadcast messages in Service Desk.
Multiple email request flows
Are multiple email request flows possible? Use case. Emails incoming from different systems where an api is not possible can create requests assigned to different groups based on subject, etc.
Add Solution body to email
We have a notification set up to email newly entered solutions. However, the body of the solution is not an available field. We would like to be able to include the body of the solution in the notification so our techs can immediately see the solution instead of having to click the link to view it. Thanks.
closed request email with close_comments
Hi, We use e-mail notification when the request is closed. It would be nice to have close comments included but I cannot find proper variable in message template notification rule Regards, Michal
Be able the set the Mode from a Bussiness Rule
We use the business rule feature to categorize and set the priority of the requests being auto emailed into the Service Desk from our Network monitoring solution. I would love to also be able to set the "Mode" under actions so I can highlight that these requests wee created due to a system monitoring event.
Making attachments mandatory
Can it be setup so that I can make attachments mandatory depending on my needs? I have a new hire template where I want to ensure that the correct business form is filled out and submitted. I have seen a few posts about this and that it is not part of the system yet but I would like to find out if it has been discussed or implemented. Thanks, Chris
Associating documents to templates
To simplify our work flows, we are looking for a way to preload documents (Word, Excel) into our SDP templates so that the technicians do not have to retrieve the documents from a different system. How can this be done?
Project Features to Add
Couple of requests to add features into the project piece. * Allow to link multiple changes to a project instead of limiting to just 1 * Either as part of the project template or as a different item, it would make sense to be able to pre-populate the members of an individual project as a group. Either add members section to the project template or group a project group that you can select when creating a project. * Expand the Project Template to include default tasks that are to be assigned to
Next Page