Create a view for Tasks and Requests
I still do not know why Tasks and Requests are in two different views. Tasks *ARE* requests.... just sub-requests. When my technicians login to Helpdesk, they need a single listing of things they need to do, in order to prioritize. Listing tasks and requests in different areas have proven to us, that we cannot use it, because things do not get done. Can we have a "To-Do" view of all assigned tasks and requests? Thanks!
Asset Explorer for MAC
It would be great if there was an asset explorer for MAC.
More editable fields in the request list
It would be incredibly useful to be able to make edits to any field in the request list, not just the assigned to. Ideally including custom fields - that way much of the data entry for tickets could be done without having to navigate around the form. This could be optional per field, so as not to overly bloat the size of the page, though we would probably have almost every one of them editable.
Multiline Additonal Fields
Hi I've created a template and I want the email from that template pulling information directly from the ticket. One of the fields is a multiline line I've added as an additional field. When I type in the field I'm able to include a space between each line however, when this field is pulled in to the email template is pulls all of the lines of text in as one paragraph. It would be great if it keep the space between the sentences in the email template. John Williams Example Additional Field: Line
Add Attachments to Ticket Notifications
I would like to see attachments that are submitted be added to tickets notifications for techs that do not have direct access to service desk to check the attachment. This feature can be administratively added by adding a checkbox to the notifications tab to attach the attachment to the notifications. This will help technicians who need this information while not at work or at their desk where easy access is available.
REST API with JSON?
HI! I am wondering if / when the REST API for Service Desk will accept requests in JSON instead of XML? https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html I'm looking at being able to create new requests automatically from a Workflow in SharePoint, and SharePoint web service calls send request data in JSON. Thank you!
Assign a Request Template based on a Business Rule
I'm not sure if this has already been requested and a apologise if it has. I'd like to be able to assign or apply a request template based on an email rule. For example our users send in Access Request Forms to request additional access to our systems. We have a request template called "Access Request" that lists a few tasks that must take place to fully process those requests. I'd like to be able to automatically apply that template when a user sends in an email. Also, another handy feature
Separate link for external and internal access...
Hi, when users create requests in SDP they receive an email with a confirmation saying that your request has been accepted/assign to a person/etc... So each email has a link to SDP with that request but by default it uses SDP URL which is configured for external access. When users click that link from LAN they will be asked for a username/password again (SSO doesn't work in that case) and this will confuse most of them. My question is about having an additional link which can be accessed from internal
Survey feature request
Hi, Can you add a feature where you can request a survey completion based on criteria? Example: We have different Business and IT Services configured in our Service Desk. We have a requirement to send surveys based on the Service Category of the ticket raised e.g. Facilities. Many thanks, Lee
Updating Survey options.
Surveys are very General. We can currently set satisfaction levels and the user has the ability to add comments or suggestions at the end of the survey. Proposed Idea: In defining the Questions can we add to Edit what type of questions we would like for answers? Examples would include: Satisfaction Levels, Memo for comments on a question, Specific data we want to collect that requires the user to check one or multiple boxes, Yes/No option, sub-questions in/of an area, etc... I think this would
More options to ordenate the requests
Hello, Currently, when we choose a column to ordinate the requests, the previous order is lost. Will be very helpful if we can ordinate the request by more than 1 column. Eg.: order by 'status' and by 'creation date'. -- Tainã Rodrigues ACSoftware Brasil
modify attachments
Users would like a way to see a list of the attachments and modify the contents of an attachment in ServiceDesk. (similar to a folder).
Create a Problem from an Incident and then Create a Change from a Problem
I need to be able to Create a Problem from an Incident and then Create a Change from a Problem. They would use the same information from the Request to fill in such as category, Priorities, etc... as the ticket is escalated through the process. Additional information is then manually filled in as needed for the Problem or Change. Then in reverse the tickets are closed with the request closed once the change or problem was accepted.
Request Template - Update Description
Hi, We have successfully configured SD+ to pull emails from a mailbox. From here, we want to use templates to add to the description to steer our analysts into collecting the appropriate information. When we change the template we are given the message box : Do you want to overwrite the existing request field values with the template values? From here we select - yes for all field values. All the fields update as expected, but the description remains unchanged. Perfect world, I would like the
App Asset Barcode Scanning
Hello, Can I please get an update as to when there will be an Asset Barcode Scan feature in your ServiceDesk IOS app? I am in the final process of purchasing your product but without this feature set its a deal breaker. Thanks, Lyle
Edit muliple workstations
Dear support, I would like to have a feature to edit multiple workstations at one time. Like the feature to edit multiple requests. This option isn't available yet. When we buy new workstations they will be scanned automatically. Some fields will be filled in automatically others stay empty like cost, Acquisition Date, warranty expiry Date. When u sort the new bought assets it would be great to mark them and edit those fields for all selected workstations at one time. Thanks, Jordi
How do I change the requester details?
When are we going to be able to decide on what we want in the requester details. Currently - ours shows a field called Job Title - a field we do NOT want. We can't even hide this field. There are also some additional fields we might like to add to this section but this option is just not available to us. Can you please advise on when or if this is ever going to be available. Thanks Eithne
Enhancement to Custom Views & Distribution
We have a need to standardize views for our techs to ensure they are managing their requests properly and seeing the appropriate columns - that we want them to concentrate on. Example: I have a couple techs in Desktop Support I want them to see All Requests within selected Categories, Groups and that have a status of not closed or resolved. The above is easily done. What I want too do is set the columns I want displayed within the view and set the sort order of columns and rows. (would be awsome
Business Rules Explicit naming
Hi, Can you set a business rule to only look for specific text and not "contains" ? For example , we just want to apply it for AAA, but not run for CAAA or AAA-1234.We're unsure the "IS" is suitable as this provides a strict condition as our field may have the AAA somewhere along the string. Any ideas ? A
SLA start after approve in service request
Hi, In my organization approval process time is very long. I need to configure service request that assign or start SLA after approve request. What should I do? Do you have any suggestions? Thanks
Survey Rule
I would like a feature to prevent surveys from being sent to a technician if they are also the requester on the same ticket.
Additional features For Roles for Technicians
For adding requesters to Service Desk, we manually add them from Active Directory. This Process is currently done by me, using the SDAdmin Role. I am in the process of assigning rights to 2 members of my IT Operations team, each in different locations. I want them to assist in the import of freshly created AD users to Service Desk, I tried to assign them the SDSiteAdmin role, but it does not have available to manually import from AD to create the Requesters. I would like this feature to be added
Awaiting Approval Tickets & Previously Approved Requests
Team, Have three specific features which we get asked numerous times. Below are the details. 1. Awaiting Approval Tickets : If a service request awaiting for an approval, and all three check boxes have been enabled in the workflow in the service catalog format, the ticket wont get assigned to the technician. Although any technician who has access to all the requests will be able to work on the request and inturn resolve the request. Is there any restriction that we can enable for scenarios where
Showing last login date in Asset Management
Dear Colleagues, Under the Assets Module in Servicedesk plus, it would very smart to list to group the last logins in hierarchical order depending on last login(Last use) Kind regards, Seruken
Ample wasted space when viewing requests
Would it be possible to change the view/layout when viewing tickets/requests/problems etc? The basic layout (ticket subject and body) do appear front and center but all the other details (Type, Dates, status, tech, sla, etc etc, seem to be wasted all crowded at the bottom of the screen (after scrolling). I think it would be more effective if there were a sidebar with all these details. This way all the information is on one screen, at a glance. I'd even settle for something that looked kind of
Notification Rules for Shared Technician and Requester
I've successfully shared a request with a Technician but the technician doesn't receive any notifications to when a reply has been appended to a request. Can we have this functionality implemented so Shared Technicians and Requesters can see any notifications via email?
Take ownership of custom reports and scheduled report
Hi Support When your dev team will fix issue with this old issue related of missing functionality to view/take ownership of custom reports created by other user and scheduled reports. There are many situations when admin must to edit them because somebody left the company and e-mail in report is not valid, somebody is on annual leave, left company... etc. I reported this problem over year ago and many other people complain about lack of this feature. I can't believe that adding another option to
Pick up request removed support group
When a technician picks up a request that is unassigned or is part of another support group that he is not a member of, the support group is removed from that request. Is this normal behavior? If so, is it possible to request a configuration change that would switch the support group to the one that the technician picking up the request is in? If the technician is in multiple support group could he get a pop-up asking him to choose which group he would like the request to go in but still assigned
Workaround for multiple approves for a Change?
Hello Team, I would like to know if there is a possible solution or a workaround for having multiple change approves for a change request? Thanks and appreciate your response. Sash
Feature Request: Project fields dynamic editing
Feature Request to enable more fields in the Project tasks/milestone window to be dynamically editable. Also the ability to change the Task creation to behave similar to MS Project -- quickly add rows of tasks without having to open new task windows. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
Attached Documents to Assets
I would like to see a date uploaded column to the documents I upload to the assets. This lets me know when this was accomplished.
SLA By Group
Hi everyone, Can i create an SLA by group? I have more than one group on the same Site, Application, SAP and Infrastructure and need SLA per group. It's possible? I just got SLA through SITE, but that does not solve my problem. And creating rules is a big problem because we use the same category to work on the servers, applications work on the same server than as infrastructure and SAP. anyone can help me? Thanks alot!
Add Column for Attachments to see what tickets have attachments
I would like to Add Column for Attachments to see what tickets have attachments attached to them.
there are open tasks, no close/resulted the request. how?
We could control that a request doesn´t change result o close if there are open task. The idea is avoided the user change to "result" (or close), whitout close all tasks. How could you do it?
[Feature][Request] Custom trigger script when there is a new mail reply
Hello, At first, I'm sorry if this is bothering you. But I have searched in many place for this feature in SDP. I only found out that there's a feature ID (SDF-61718) may relate to this. I think this is a very important feature that many company need it. Just wonder when will this be released . Or better, does anyone know some workaround out there for this? Thanks a lot for those who read this :) . Cheers
Approval Status and multiple approvals
I am concerned with the approvals process for a request - we have a situation where a ticket requires multiple approvals from the same person to approve progression through each stage of the resolution process. (or in fact, multiple approvals at all) I can see that I have sent an approval and that the approval was given, but there is no information visible about the message that was sent (even the subject line). Even if this information is not visible from the "Approvals" tab, it would be good
Accurate Time Reporting
Good day, Time reporting in SDP is still very immature. I have operating hours configured but we have different operating hours on Fridays. I know that ME is currently working on different operating hours for different days, what is the progress on this? Secondly, I have holidays configured. My problem is this, Holidays are not calculated properly, We recently had a Friday and the following Monday as a public holiday. When calculating the time taken before a response was sent, it is clear that
Responding to multiple tickets at once
I am hoping someone can help with this. Sometimes situations come up where an incident will generate a large number of tickets. As you know, dealing with one ticket requires filling out a number of fields, etc as well as (sometimes) replying to the user. This becomes a very large task if a large number of tickets are generated for the same issue. We would like to be able to merge all of the tickets into 1 ticket, and then fill in the various fields and reply to the user... once. If all the data
Drop Down Menu
Hi! Is there a way to create a drop down menu on the main requests page for columns other than Group and Category? We would like to sort our requests more easily and if we could have a drop down menu available on this main page, it would make our jobs significantly easier and more efficient. Thanks! Kelley
Assets Home page
I think the Assets page (/InventoryHome.do) could use a little upgrade. The first thing you get to see is "Scan Summary". The scan is a means to inventory the assets but is, in my opinion, less important than the assets themselves. So this information should be at the bottom of the page, below the "Asset Status" block. Also, it would be great to add the Asset Dashboards to this page, to have a quick overview of assets. Attached is a draft picture of my suggestions.
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