Certification Tracking
This is a feature in a water work order system to track if the Techs are keeping there certifications current.
New feature - calendar of lease
Can you add in future a possibilty of synchronization a lease with calendar. For example one of the user wants to lease one of the asset, but he sees that since 25.10 to 05.11 the asset would be leased, so he can reserve it since 26.10. Is it possible to create it in future versions?
Tooltips for Category details
We'd like to see tooltips for Categories/Sub-Categories/Items for technicians to understand their purpose. This would be especially useful for new technicians to understand which category to assign to a request. As we expand our SD+ use across the organization we're looking at ways to introduce an IT tool to non IT users -- tooltips can ease the transition. SD 9311 Enterprise MS SQL ------------------------- Ottawa - Canada
Quick Create - New Incident
Can you add a line for the Technician assignment? This would make this feature option complete for quick ticketing.
Communicating with technicians from an administrators point of view
Hello, Apologies if this has already been brought up elsewhere, but I couldn't find anything specific, at least not with an ME answer. This issue I have is that I need to ensure all technicians receive important information (for example, information about an SDP update or a nag to close requests), but we are in a situation where some only login periodically and then only to view a specific request or incident (link from a notification email). They rarely hit the Home page, so announcements often
Send on Behalf of from requests catalogue
We recently enabled the Send of Behalf of feature for our request catalog but currently users only have the option to select users who have both the same Department name and Site location as them. Is it possible that we can configure it to ignore the site location part and just allow them to select users who are in the same department, regardless of the location? All of this information is brought in from Active Directory if that matters. Hope that was clear, Logan
Tech Availability Chart/Calendar -- view by week/day
Suggestion to add a weekly/daily view in additional to a monthly view. This could be helpful to break down a weeks work by day across teams or a group of techs. Also it could be used to schedule tasks when leave has been scheduled for only a half day. Our requirement is managing multiple projects in addition to support tickets across a small team. We currently uses an actual 'Agile Whiteboard' - Kanban style - to manage weekly tasks/tickets and would like to migrate this effort into SD+. A picture
Public Dashboard display
Hello, I would be very handy if a public dashboard could be displayed with logging in to servicedesk. This is especially useful for Info screens located in our first level team office. Current design (as far as I am aware) requires a user to be associated with ServiceDesk login (as either Requester or Technician).
create custom report for request
Hi all, I would like to print custom report for the request. I think it could be done by Request Custom Menu. Does anybody can help me with creating proper python script? Regads, Michal
Known Issues List - Enhancements to make this a fantastic tool
Having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, first, Bravo! I have two enhancement suggestions that really follow the spirit of continual improvement (ITIL practices) that would make this Known Issues list effective: List the earliest known build where the issue was detected - this is very important as it helps us narrow down whether it may be the issue we are suffering
Allow import of unavailability of technicians from an external system
We use an external time management system. It would be nice to allow a scheduled nightly import of the leave requests for technicians into ServiceDesk. This way, they would not have to enter their leave requests in twice.
separate ticket ID's for different Departments
Hi can you please guide how to make separate ticket ID's for different Departments i.e for Engineering Department ticket ID's start from 1 and goes so on. for finance Department ticket ID's start from 1 and goes so on. but both Departments not allowed to view etch-other tickets. Regards, Asif
Incident Approval
Good Morning. We have seen that as of Service Desk version 9303, if approval of an incident is made by someone and we have more than one approver registered on the ticket, the other approvers become unnecessary. This new feature does not suit us. Is it possible to return the format as it was before, or add a parameter to select how the system should behave? Or, make the system have an authorization process by access levels? Thanks. Best Regards.
Ability to select project(s) in gantt view across projects
We'd like to be able to select more than one project when viewing the 'Gantt View Across Projects'. Currently we can only select 'All' or one project: SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Purchase: Bring Back Open in New Tab/Window Features
When I upgraded to v9.3x I lost the capability to right click a purchase order and select open in new tab or window. I used this feature when updating a PO from a list of searched orders. That way I can keep my list readily available to update the next PO and so forth. Now that the feature is gone, I lose a lot of time because after updating the PO, my searched list is gone and it takes me back to listing all POs. Please..please bring back the Open in New Tab or Window feature. I use this same
Hold requests that depends on other request
Hi, I need to this feature: Hold requests that depends on other request. Can you add this to next release? Thanks
How to change overdue status?
Dear Friends, SDP Administrator want to change the overdue status from true to false, because some tickets need tobe edited for removing SLA violated flag. So How can I do? Thanks
Resource fields readable usin Script
Dear Colleagues, I am currently working on a project and it would be nice if Additional fields under resources are made active to work with Python Scripting. Currently the additional fields are not readable with python scripting and using the other type of additional fields isn't so smart as it does not support check box buttons. Kind regards, Kenneth
Notifications Based on Support Group
In the current configuration of SD+, the type of notification is sent regardless of the support group. If we have "Acknowledge requester by e-mail when a new request is received.", SD+ will send a notification for all requests regardless of support group. We would like the availability to be able to send different notifications based on the support group. For example, we have a Windows Support group that is used by some of our developers, and a general Support Group for all end user requests, such
Send email notification with new ticket status
Dear All, I create new ticket status: In-progress. I want if technician change ticket status from open to in-progress, an alert email will be sent to requestor. So How can I do? Thanks
Technician shift timing and to assign requests based on shift.
Hi ， Assign requests based on shift，How's it going?
Automatic notification for requests without update
I would like to be able to send an automatic notification if a request has no response for X hours (the hours must be configurable). Example 1: No end user update - Requester opens a request - Technician responds to request for more information - Requester does not respond - If the requester does not respond within 48 hours, a notification is sent to him: "Hello $Requester, We have not had a return on this request in the last 48 hours. We look forward to your return to proceed. " (notification template
Remote Control button for Terminal (RDP/Citrix/etc.) users in SDP
Hi, when SDP is used in cooperation with DesktopCentral you can Remote to users' machines directly from SDP: that works only for users with assigned assets such as laptops/desktops. What about terminal users? You still can login into DC and find a user by its username and then select it from a drop-down list and remote to that user's session. How about integrating that functionality to SDP as well? SDP can search through a list of pre-defined machines and once a particular user has been found you
Announcement for specific service
It would be great to be able to associate an announcement to a specific business service, asset, change control or project. This would allow us to associate announcements for downtime of a specific service and all associated services
Move Service Catalog Additional Fields to another another catagory
The option to be able to move a Service Catalog Additional Field to another Service Category would be really useful, i had created a large Pick List under a service category and to realize that i needed to use the same field in multiple categories. I had to recreate the field under the common fields category but would have been great if i could have just moved to a different category
Slack Intergrations
Hi all, We have started rolling out slack to our business and have a channel where users tend to open service desk issues. At the moment if something need to be logged (isn't a quick fix) either a technician or the user will need to log it separately either via email or the SD console. Ideally we would like to have the ability to send a comment from slack to service desk, we do already have the ability to send information from SD to Slack but want to go the other direction - is this something which
Change priority from request list view
Group and Assigned To are adjustable per ticket right from the request list view, but Priority, Impact, Urgency, and a host of other fields are not. Making these fields adjustable from the request list (rather than forcing techs to open every single request individually) would make things far less cumbersome and frustrating. Please consider adding this functionality.
Leave Type allowing technician available
It would be great to have the ability to use the scheduler to mark technicians as being on a project or another task but still available to take requests, this would allow us keep track of technicians work as well as availability
unable to import requests from excel sheet
hi, Unable to import additional fields requests from excel sheet. Only subject line one item is imported from the sheet and remaining items mapped to additional request fields are not importing, kindly need your support to solve this . With regards, M.K
Inform technician about ending resolution time
Hello, How to set system to inform technician about ending resolution time? In SLA level escalation there is no such option under Actions
Adding attachments to resolutions
Is there functionality to add attachments to resolutions?
Can we pre-select Domain in http-get from our intranet page?
We have multiple domains and a separate link to the Service Desk from each Intranet. We use AD login and would like to pre-select the domain selection. Is there a feature similar to: http://ServerName:8080/HomePage.do?domain=MyDomain1
Requester Purge
We would like to be able to purge the system of Requesters that have no associated items (requests, tasks, projects, etc) in ServiceDesk Plus. We are a University, so every year we have students, faculty and staff who leave the University and we need to be able to purge the system of unassociated requesters to keep our requester count at a manageable level. We currently have over 100,000 requesters and that number grows substantially every year.
Partial leave in planner!
Hello, Is it possible to put in partial leave in the planner. Only full days are available now. I'd like to use hours instead. Regards Richard
SAML 2.0 or UPN for SDP
Any news for supporting SAML 2.0 in the onprem versions of Servicedesk Plus? This would be sweet to use with ADFS. Either this or at least supporting userprincipalname is a strong recommendation from my side. Samaccountname is a bit pre historic by now and a modern application as SDP should support UPN. There are a few half ways around it for example with setting up SSO, but that will only support domain joined machines. The other way is to configure LDAP to use a custom login attribute label, set
Importing AD Users
I'm not sure why I am asking again because I have asked two or three times in the past 6 years for this feature. The current method of importing a user requires you to select the entire OU each time you want to import just one user which is a pain because we have OUs where some users need access to SDP and users who do not. This means every time we want to import a single user, we have to go back through and delete all the ones that should not be there. Your solution has always been, place the
Standard group for Technician.
Define a default "Group" for a particular technician. A technician can be part of several groups, but in many cases, only one group is greatly used for support operations. In such cases, in order to expedite the creation of incidents by users, and to avoid that requests are lost, if the technician is absent, it is necessary that requests without a group, but with a defined technician, are also classified in a standard "Group" of the Technician . Based on this, I ask that the following ideas
Pin a Note to Top
Requesting the ability to pin a note to the top of a Request. Similar to the way Facebook allows pinned posts. Thank you.
still no option to choose working time day by day???
I was hoping by now there would be an option to choose working hours per day rather than by week. It would be so useful to be able to select Saturday and operational time or 9.00 to 12.00. Any chance of this ever being implemented? Regards
Bulk update of change ticket
How can I bulk update change tickets i.e close out all rejected change ticket etc...
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