CMDB : Need a more concise Relationships view
Requesting CMDB Relationships view improvements that would increase the usefullness of the visual data, making it more concise and understandable at a glance (would drastically increase the buy-in of those who have been told they must use it as their first complaints are about the value of such a crowded view). Specifically Relationship view options to hide certain software types so that only software you specify will appear in the view (i.e. Enterprise solution software is all we care about seeing/maintaining
Ability to create an asset label from the asset
I know we can create barcode labels from SD but i would like to include additional information onto the label, for instance owner, location and PO number Is there a way to do this? I would prefer to be able to do it from the asset form rather than running a report for one label.
Solutions module - relationship between Solutions records and CIs
Have a field in Solutions records that identifies which CI(s) the Solution applies to, "Applicable to CI(s)" Then incorporate that CI name into "Keywords" automatically for the Search feature.
Problems module - Making the Known Error more robustly linked to CMDB
Creating additional fields in the Problem record for managing Known Errors: - identify 'Related Solutions' records (not just the one Solution record posted via the Problem record) - identify 'Root Cause CI(s)', which create a relationship with the CI in the CMDB (then flag this relationship in the CMDB Relationships view with a small indicator that the CI has Known Errors) Problems module custom view that pulls Problem records identified as Known Errors
Create a task based on the allocation of an asset to a user
I'm working on a termination request template. I'd like to be able to create and assign a task based on the assignment of a particular asset. For example, If the user has an asset allocated for an Salesforce license, I'd like to be able to create a task ("Disable Salesforce License") and assign it to our CRM Management Group. I'd appreciate any thoughts or suggestions on the matter. Sincerely, Adam
Sub-string and multiple field searches for Requester search in work orders
The Work Order Requester search box strictly searches for Full Name or userid. When typing only a last name it will not find the results. You also cannot search based on email address. This causes us to always have to click the icon next to the text box to perform a detailed/advanced search to find the appropriate person, which is cumbersom and not much better. Here is a search for the just the last name "watson", it doesn't show results for anything but one user who has a username of watsona Here
Need a service catalog add on plug-in for SDP Standard Edition
Could you make a 'service catalog' add on plug-in for SDP Standard Edition, to make users can do approval.
Multiple email from customers to multiple techs
Hi, I have a business rule set up that directs incoming email from specific senders to one tech. Are there any plans to allow us to direct emails to more than one tech in place? Scenario: Match Criteria Perform Action email1 email2 >>>>>>>>>> Tech (one or many) email3 This would be really useful for us. Thanks and regards
Feature request - option to renew a software license contract
Currently, in the 'Contrat' tab, we have an option to create new contracts and renew an existent contract (for IT assets). For the software license contract, we just have the option to create a new contract, we can't renew an existent contract. Will be easier and very helpful if we have the option to renew a software license contract.
Chat Feature Request
The chat feature is a great addition but what would really be helpful is if it were integrated into the Incident/Service requests so technicians could reply via chat from an existing ticket (and also initiate the chat, rather than having just the requester being the one who has to initiate it). It would help improve response times compared to the reply feature that is currently built in to the Incident/Service requests.
Forgot password function
Dear All, How to enable forgot password functions on ManageEngine ServiceDesk Plus? Regards.
Purchase - Adding New Field Requirements
I do not know about other organizations, but for our organization, I continuously provide data calls, reporting on purchase orders categorized by fiscal year (2017, 2018, etc.) and purchase type (hardware, software, services or supplies, etc.). Our FY runs October-September, so I cannot go by calendar year (CY). Right now, I have TEXT user defined fields (both as pick list). It would be greatly beneficial for me (and maybe others) to have these two fields embedded in Purchase Orders with the capability
Default Request Search
After the most recent update, the search fields have combined in to one. The search bar is now Reqeust ID Search rather than a regular search (referred to as Default Search ). Any way this default can be changed so that we don't have to switch to Default Search every time we search? It appears as though the preferred search mode must be set each time. If this could be either a per-technician preference or a system-wide preference that would help. It would also help if your selection would remain
Approval Link
Is there a way to add more details for tasks to explain more in the Approval link that the approver opens? Right now there is no information on the tasks, when the appproval was sent for one of the tasks.
Test button for Messaging Templates
be nice to test a template with out saving it. and doing an action to generate the email.
Chat - Suggestions
1. Option to force every new chat to create a ticket. I don't want my technicians deciding which chats to raise a new ticket on and which to just chat and close. 2. A missed chat should raise a ticket and allow the Requester the opportunity to add more details after the time out. 3. The chat feature should tie into the ME or DC agents that have been deployed allowing the Requester to use the system tray icon. Additionally this could allow a Technician to commence a Chat with a Requester on
Upgrade version from 9110 to 9311
Dear All, I'm using ServiceDesk version 9.1 Build 9110. I built a new instance with latest version: 9.3 Build 9311 Please help me, how to migrate database from old instance to new instance? Thanks you so much for you support. Regards, NAM.
Open a document from SD+ Change
Is there any way to embed a link, or a button, into the SD+ Change template? I have a guideline for Change Owners to follow that would be very valuable to call from SD+ change if possible. The link or button would open a document that gives Change Owners further information.
Upload multiple Purchase Request from csv or xls
The purchasing team would like a feature to upload Purchase Request from csv or xls file.
Notifying Service Desk Representative (SD@example.com) when a note is added to any request. please help in this....
Notifying Service Desk Representative (SD@example.com) when a note is added to any request. please help in this....
When will we be able to have technicians pickup tickets but not assign to others?
We keep running into an issue where technicians will either reassign requests to others or incorrectly assign tickets. If you take away the assigner role they cant even create tickets for themselves or pick up tickets. This is a very large short coming
Incident & Problem
Dears, How can we closed all associate incident when the problem closed. How can we associate the recurring incident per person to a problem management.
Response Delimiter
I would like to request that the function for listed below be changed to where we can keep to what it was before. SDF-65039: Option to configure the base delimiter. Admin >> Mail Server settings >> Delimiter. Note: By default, the base delimiter is ## and delimiter for each module is Request-RE, Change-CH, Problem-PB, Project-PJ, Solution-SO, Task-TA, PurchaseOrder-PO, PurchaseRequest-PR, and Contract-CO. I have fought for 2 years to get people to put the ##Service Request Number## in subject of
ServiceDesk plus ver. 9317 features
Hi, I am using ServiceDesk plus ver. 9317 and want help in below points. 1. 1. How to pre-define work flow of the call in Manage engine. 2. 2. How to Manage Approval authority in single flow where approval may be from different dept. 3. 3. How to Manage Escalation Matrix which auto escalate to respective authority once the time trigger 4. 4. How to calculate time line for each dept/personal took for approval in point no:2 5. 5. Auto assigning of calls between two department
Improving ServiceDesk "Tasks"
I'm noticing that "Tasks" assigned are being forgotten because they are not combined with the incident tickets. It would be nice to have tasks and incidents on the same page (since we spend more time responding to incidents/service requests NOT tasks) so they are always at the forefront of the mind NOT out of sight out of mind. Does anyone else feel the same way? OR is there a way to set this up already? Thanks! Tim
High Importance on Email Replies
Hi, When replying/sending an email in Servicedesk, I think the option to enable high importance on the email would be of use. Cheers
Custom fields in my Work Log template
Good day I want to create 2 custom fields in my Work Log template. Can only one of them be displayed based on the Category selected on the New Incident page? Regards
Need the ability to email a Request and all fields
We need the ability for certain tasks the ability to email a user or group all the fields of information including the custom fields we have created.
Projects and Subprojects
I would like the ability to have a primary project and then be able to have sub-projects that we can work from. These would enable us to break projects into different areas such as Phase 1, 2, etc...
Projects not robust enough
I would like the project management to be a bit more robust. Right now I am limited to just a Milestone then task. What I really need is the ability to do Milestone --> Task --> Sub-task --> Item. This would help to secure a more robust project plan that I can use.
Alert(or Notify) technician by e-mail when there is a new reply from the requester when ticket in unassigned.
Is there a way to notify the same group of technicians that gets notified on newly created tickets when a reply is sent to an unassigned request? For example: User creates request Techs are notified by "Alert the following technician(s) by e-mail when a new request is created". Before the ticket is assigned to a technician the requester sends a reply with further information. Because the ticket is still unassigned the same group in step 2 gets the update details sent via email. Thoughts?
Allow Custom Change Roles to be used on Change Template screen (like Change Manager, Requester etc.)
When you create custom Change roles like an approver role or viewer role these cannot be put on the Change Template form like Requester etc. (they can only be set on the workflow page). It would be really useful to make these available in the same place (i.e. the template form) like the other fields.
Check Change Management 'field and form rules' are satisfied (e.g. mandated fields) before moving to next stage
It is possible using the template in Change Management to mandate fields and apply field and form logic. Unfortunately the buttons that move the change to the next stage/status don't appear to adhere to such rules and mandated fields can be left unfilled whilst the stage/status moves on. It would be a really useful check to make sure that mandated fields are completed before allowing the stage/status to change on the workflow screen
Incident Template--create additional incident instead of task
I want to create an incident template, but instead of creating tasks associated with the incident--I want to create additional tickets for each action item (task) instead of a task. Example: New user template instead of task associated with each step that has to happen for a new employee I want to create subsequent tickets for each step Help please?
Site merge tool & Product merge tool
I have seen on the roadmap that you are working on a user merge tool. This will be helpful ! Similarly, a sites merge tool and a products merge tool would be greatly appreciated!
Rest API call to dynamically get API (technician) key - rather than manually
Hello Is there a way to dynamically generate an API key (technician key) via a REST call, rather than logging into Service Desk and manually generating a new key? Seems strange having to do this manually... Thanks!
Problem on Work Log Details in 9317 version
Hi, On "Work Log Details" when i have many records and try move to the next or prev. in Chrome i have this error message when i click OK appear "NTLM Failed Redirecting To Login Page.. ". On Internet Explorer work fine. License Info Product = Standard @Database Name = Microsoft SQL Server@ @Database Version = 10.50.4000@ @Current Build = 9317@ @32 / 64 bit installation = 32@
#Slack Integration ?
Hello, are you going to implement an integration with Slack ? Regards SB
Change the default font in e-mails to Arial 10 - request for a JS file
Hi, As per title, can we get a new JS file which would change the default font for all e-mails / text editors to Arial 10? Thanks. Regards, Tom
Certification Tracking
This is a feature in a water work order system to track if the Techs are keeping there certifications current.
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