Additional AD Import fields
We'd like to see additional fields added to the AD import options to add a location/workspace item. We tried to use the business impact field but it's already mapped to the Request impact field. We don't use the Employee ID field but this field is not an available import option. I'm sure others may have similar requirements.
Dynamic Topic Add
We'd like to see the ability to dynamically add a new Solution Tree topic when creating a new Problem workaround.
Add New Technician: Notification
We'd like to have the ability to automate a welcome message to newly added SD+ technicians. These notifications could highlight their assigned support groups, credentials, tutorials, etc...
Requesters permissions
Hi, I want to give some requester visibility of all requests from a few sites but not all of the sites. The only option I see is (All of their Site requests, All Requests). Is there a way to select which site you want to give them access to? I'd like to avoid having to give them a technician role because they don't do technician work.
Scanned Software page. Please display Installations version.
Hi, I would like to use ServiceDesk Plus as vulnerability information management. I can check the software version information from asset>>software detail page,but From the software information version can not be confirmed. (Screen capture attached) Since it is important to check the version information for vulnerability information, I would like to add a feature. There is a feature in the cloud version. (Screen capture attached)
Update on variables in Survey email?
Hi - I see there was a request for this feature more than a year ago and the request was assigned SDF-23389, but there doesn't seem to have been any updates to the forum thread and I cannot locate a way to view SDF numbers. Did this feature ever get implemented? Thanks
Schedule Leave for a Specific Support Group Not All Support Groups
We provide after-hours support. We have a team of 3 staff and each one takes a week of after-hours support on a rotating basis. I would like the requests to be auto-assigned. I envision placing them in an After-Hours support group and they all schedule leave via the Scheduler except for the weeks they are on-duty. Unfortunately, scheduling leave excuses them from being auto-assigned in ALL their support groups, but I really only want them to be excused from the After-Hours support group.
Form Tasks: Ability to duplicate
When building a workflow it would be nice if we could duplicate a task similar to how we can duplicate a business rule.
Status of SDF-51449
SDF-51449 doesn't appear to have an update against it on the SDP Features List, but I was able to find a reference in the roadmap (Additional Fields for Projects) and one forum reference from mid-May. Is there a rough timeframe from Implementation (now over two months ago) to testing and release?
Form/Field Rules: Remove Task from Dependancy Map
We would like the ability to use form rules to disable/remove a task from a Dependancy Map without breaking the task flow. When trying to use forms to automate a workflow via tasks --- tasks are enabled/disabled based on the form input -- we run into issues when a task is associated with each other. If a task is 'unset' based on a form rule, it removes itself as a dependancy but also fragments the overall task mapping.
Feature request for PO module
It would be nice to be able to add the Cost Center to the Purchase Order search screen so we can filter on this field.
Update Biz Rules/Assignment when Technician Deleted
When a technician is deleted/demoted to a user, SDP should check if the user is included in any business rules or category assignments etc. and if they are, then you should be prompted to select a technician who should be used instead of the tech being deleted/demoted. Often when a tech has left the company they are simply removed from rules and assignments so they simply break and tickets are not assigned at all... TJ
Feature Request : Form rules and customized fields for Projects and Team Members
Hi ManageEngine, We have installed ME SDP 9.301, but the Project Module can't meet many of the requeriments we have as an organization, because this module doesn't offer the feature of form rules and customized fields for projects and it doesn't have custom field for team members of a project. Regards, Ana Rodriguez.
Ability to reset form
Feature request for users to reset a form back to blank. Ideally this would also reset any form/field rules.
Custom Trigger Support for MultiSelect Fields
Is there a roadmap item to support custom triggers for MultiSelect Fields? If not I would like to request this functionality
Exception while trying to send notification for the request
Hi, We get this error message intermittently during the day Exception while trying to send notification for the request. Su Versión : 8.2.0 Construir 8212
Auto Close Feature
I want to know if I can set the business rules to close a request automatically when a requester has not given a reply within amount of days irrespective when it is on-hold or open Similar to What Zendesk offers with the 'Bump-Solve' feature
Customizatizable Technician Home Screen
We would like to customize the technician home screen to provide relevant links and other information (i.e. widgets) that are more useful to our organization.
Tasks - percentage completed tied to status
Is there an option or a feature on the road map that can tie a Tasks % completed to the Task status. There is no connection between “% complete” and “Status”. If a task is 100% complete it shouldn’t still be “Open”. If a task is “Resolved” it shouldn’t be 0% complete. This fields should be in sync, otherwise we have to manually edit two fields to produce the same outcome.
Non IT Asset-like for Document forms
wold like to built a set of forms that act like non-it assets. Each Type of Form would be a different CI-Type. Each Form can be linked to assets and requests Request can have ability to use script to create put information in and pull information out of a form. examples. Software Description - list of who does what with software. Exemption form. - track non-standard software and configurations.
Survey depending on Support Group
Is there an update on the enhancements for Survey Module? Currently we need it to be sent automatically but only for specific groups. There is currently no exclude option for this.
Helpdesk - Incident Template Feature Request
I had an idea while I was creating an incident template for our new hire process. I created an additional field for a "Job Title" field. When a job title is selected from the drop down menu, certain tasks associated with that job title are triggered when the ticket is created. A helpful feature which would make this whole process much more efficient for the one managing the incident templates would be having the ability to upload a simple table for things like department names, and job titles, managers,
Service Desk Chat
Is there any way to auto assign requests created by chat to the technician that handled (and created) the chat support call? Is it possible to use a business rule to complete this?? If not, can we request this as a feature please? Thanks!
Feature Request for Pop-Up
Hello, I'd like to suggest a Pop-Up feature. 1. Agent based Pop-Up Announcement Often times urgent announcement could be made by the admins. But unless people have the problem, they do not log in to SDP and check the Announcement. So, if there is a pop-up announcement (including the link) which induced by installed agent (AssetExplororAgent), it would be the excellent way to inform the users. Also, this announcement should be sent to selected users or groups only. 2. Agent based
Skills Matrix for Technicians
The idea would be to have a set of defined Skills that the company is interested in (eg. Cisco CCNA, Citrix CCA, etc) and allow technicians to fill this out as part of their preferences page I have seen this done in SharePoint and it would make sense to have that information in ServiceDesk Plus. The data to be collected would be years of experience and formal certification status. A competency score can then be calculated based on these two fields. This should be done as an automatic report and
survey question
Hi i have 2 questions 1. is there a way a survey link can be added on a reply template 2. is there a way we can add the other value on reply template added to the survey email (e.g. $firstname, technician..etc)
Automatic notification before sla expires
Hi to all, there is a way to set an automatic notification to a technician some days before the sla expires? I explain well with an explample: if I have a request with SLA of 5 days I would like send a notification email to technician 2 days before the due date for example (if the request is still open)...Is it possible to do this? Thanks in advance, Regards Davide
AppConfig support for SD iOS app
Hi, It would be great if the SD+ iOS app would support AppConfig: https://appconfig.org/ Specifically I'd like to push and populate the app via our MDM/EMM solution with the following information: URL Domain name for Authentication Thanks, John
New field - User and Password Field on Inventory
In general people (Technicians / Engineers / IT Responsibles) save all his passwords in Excel Files with passwords or with specific tools to save passwords like keepass etc... In order to have a good CMDB it will be a good idea, store this passwords with the item Inventory. And only SDP technicians, and depending on what group they belong or not to see this password. A good choice will be the possibility to add users and passwords for each access group. example: one Router User and password
Pin an Announcement
FR to pin certain announcements to the top of the list. There are announcements that are temporarily, announcements that have an end date, and those that are consistently relevant. We'd like to 'pin' the ongoing relevant announcements at the top of the list so it remains the first item a tech or requester might see.
Chat Feature
Hi, The chat feature is a welcome addition, but would be good if it supported the following. Ability to add chat widget to any webpage outside of helpdesk homepage i.e. Intranet sites for employees. users tend not to go to their support page so this feature is largely wasted unless it is accessible to users as part of their normal habit i.e. intranet homepage Currently when a chat is missed - nothing seems to happen to the chat. This should be auto converted to a request if not responded to i.e.
Enable Notifications to Requester to be ran any order of our choosing and be able to stop the cascade on any rule.
Like Business Rules I would like to put the requester emails rules in an order and be able to stop it on the first email it sends. a call closed at creation does not need to send an email about a ticket created, ticket assigned, then a ticket resolved.
add Survey information to be syncronized with ZOHO Advanced Analytics
Hi, It is likely that all who are using Advanced Analytics (SD+ intergated with ZOHO Reports) are building Dashboards. It would be good if you could include Survey information also syncronized e.g. all responded surveys. /Mar
Advanced Search Option for Change Module
The advanced search option would be very helpful within the Change Module. Can this be added in the next release? This is helpful for anyone monitoring/managing Changes. Provides ability to search using date field (current single search does not permit). License Info License Type = Registered Product = Enterprise @Database Name = Microsoft SQL Server@ @Database Version = 10.00.5538@ @Current Build = 9322@ @32 / 64 bit installation = 64@ @Zone = America/New_York@
Add solutions count by category/topic
Please add a count of solutions next to the topics in SolutionsHome.do so we can quickly see the number of solutions within a topic/sub topic. See attached example.
Solutions Enhancement
Hello I have a few suggestions for the Solutions Module: 1) Mark Solution as Inactive/Deprecated instead of deleting the solution. (This could work with feature request 'expiring' solutions too, an expired solution would be flagged inactive) 2) Link a solution to an asset or service from the service catalog. Regards, Antoine
Allow technicians to select template when editing Requests
Currently if a user submits a request through the catalog using an incorrect template we have to convert to Incident then convert back to Request to select the correct template. Given that regardless of how much one attempts to educate end users there will always be that human error factor, would it be possible to add a template selection pick list when editing Requests, similar to the one in Incidents? Thank you
Chat integration
Hello, i would like to nknow if there are any way to integrate thrird party chat solutions like (Google Hangout) to the ServiceDesk Plus console? Because we would like to our chat to keep the contact as simplest as possible with the final user. Thank you, Jacir
Clear a date field
Once a date has been selected for a request, task, project, change, etc. there is no way to clear/delete that date. The only way that I can do it is by editing the record in the database directly.
Servicedesk Plus should support Multi-factor Authentication
There are a number of reasons and tools to implement Multi-Factor Authentication for Servicedesk Plus. Often times end-users must include sensitive information or screenshots of sensitive information whether it be intellectual property of the business (IP), personally identifiable information (PII), or credentials for systems when requesting support for technicians to effectively resolve an issue. Having only username and password authentication to a system that is likely internet accessible thus
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