Request Feature: Form rules and enable customized fields on tasks
Hi ManageEngine, I want to request the feature of being able to make form rules and customized fields on tasks on SDP. Regards, Ana Rodriguez.
Matrix reports on Projects Module
Hi ManageEngine, Can you make it possible to have matrix reports for Projects? Thanks in advance, Ana Rodriguez.
Collapse and expand every relationship in relationship map
Hi, I want to print some relationship model and map, but I don't want to print all relationship that related to some CI. because of that I need to Collapse and expand feature for every relationship. Thanks
Feature Request - Restoration of Archived Tickets
I have been getting requests from my users to be able to restore archived requests. From what I understand - there currently is no ability to do so. I would like to see this feature implemented. Even if it is just a method of forwarding the entire ticket as an email back to the user, or to the helpdesk so that a new ticket # is assigned. Thanks Senior Client Technology Support Analyst Bird Construction Inc http://www.bird.ca http://ca.linkedin.com/pub/carlo-piva/31/267/a5b http://ca.linkedin.com/pub/carlo-piva/31/267/a5b
Request for metric that provides a way to calculate time in each group
Hi SDP Team, I'd like an automated way to calculate time each of my Tiers (or groups) holds a ticket. Right now, we have metrics around created time; duration a ticket is unassigned, duration a ticket is assigned to a group; duration a ticket is assigned to a support rep; and completed time. However, for work-load, it's important for us to understand and calculate times ticket lives in a support group. The use case is this: I want to calculate the productivity of Tier-2 and Tier-3. I'd like to do
Access Requesters list from front end (not admin)
It would be useful to allow technicians to access the list of requesters from the front end (ie without having to go in to Admin page). This would allow them to access a Requester record, find associated incidents, assets, service requests etc. They could also update requester details (if not syn'd with AD). Thanks, Ed
Contract Costs
Under contract costs I would like to see if the cost is monthly, annual, per contract period, etc... It would help as I put in our backup contract for offsite backups and it is starting at 90 per month. This is also fluctuating contract as backup sizes grow so can costs and there should be a way for me to make an adjustment and keep the historical at the same time for the period of the contract. If maybe there were also another tab for monthly costs to keep track of actual spend on the contract
Report from Asset
When I select an asset I can print to a printer. The challenge I am having is it is cutting off some of the information on the right of the printed document. I would like to see under Actions another option besides print preview called PDF Download. I do not necessarily need to print these but if I can download it with all the same information then this would be extremely helpful. Everything can be seen on the print preview but the issue is only happening when printing. Plus being able to see
IE and SDP version compatibility
Hi, May I ask for a list of the Compatible versions of IE to SDP builds.
Notify before area on Contracts
I would like to choose to use Months, Weeks or Days for the Notify Before area. This would be easier for me that calculating days.
Button to run Business Rules manually in the open and unassigned tickets
This button would allow admins to test, troubleshoot and run new rules against tickets that have either not run, are having issues or are new. This can help to save time for admins if tickets are coming in in large quantities. As an example Outlook has a similar feature where an individual can run their rules manually at anytime. I think this would have a positive impact on the service desk plus community.
Auto resolve on no response
When using a status such as 'Pending response from requester' it would be very useful to have a workflow process to automate the process if they do not respond. eg If no response in x days, send a nudge If no response in y days, send a final reminder If no response in z days, auto resolve / close the request
Copy previous Purchase Order / Purchase Order Template
Dear SDP Team, We've been patiently awaiting the arrival of an option to make Purchasing much easier. 1) Create a new PO from a Previous order Use case: We order the same set of laptops each time, sometimes weekly. Each order has 10 components (hardware, software licenses, components, etc.) Each time we have to fill out the PO in the exact same way, and going through and adding the individual components to the PO when it could be automated is frustrating. How about an action item that allows to Create
Request Notes
When forwarding a request if notes are public are we able to include that in the forward or reply function? Also is there anyway to make all notes "Public" instead of private?
Director Level
I think it would be useful to be able to add a director level of management into the hierarchy. What I mean by that is some allow managers to be over (and even members of) multiple departments that report to them and grant them access to view all of their own departments requests. This feature could even span over multiple sites as these directors may have departments spread over 2 or more sites. It seems to be already semi-implemented per the "Organizational Roles" section, but that is mainly
Problem Management form - solution does not always have to be a Knowledge Document (i.e. a solution page)
Dear all, I'm not able to describe a solution to a problem except if I create a Knowledge article, i.e. a page in the Solutions module. Quite often the solution to a problem is a technical one which goes through change management, which means that there is no point on creating a Solution as defined in SDP. Could you please add the functionality of allowing the technicians choose if a solution to a problem requires adding a page to the Solutions module (meaning the creation of a knowledge document).
Attach multiple files at once
Would it be possible to request a feature that would allow to attach multiple files at once in a PO or a request?
Notification Feature Request - Surveys & Auto Responders per Support Group
We have many different departments that use ServiceDeskPlus and we have requests for certain ones to enable auto-replies and/or survey's. Not everyone wants a reply or a survey to be sent. I'd like to be able to customize each support group as requested. This is seen as a HUGE limitation of the application.
Automation/Custom-Trigger Option
Hi, I called ManageEngine and was quite surprised that you don't have functionality to action the below so thought will log a feature request. Scenario: When we receive notification about an employee leaving, we log a job under the Manager's name - After the job is logged, we send the manager(requester) an e-mail with specific text(E-mail template) written in the e-mail So, the step we do after logging the job - We thought we could easily automate it using custom trigger or business rule option
Add Clone to business rules
I would like to add a clone feature to business rules. Currently I am building a lot of rules and just a few of the items need to change. I would like to see a clone feature so I can copy all the fields and make changes to specific fields that I need to change within the new business rule.
database tips
hi, I need the command to access the database also the steps to change the port on the DB and if you need to create a new DB to change the port. And how you create the new database? thanks
Fields Validation in closing
Dear Sir, in the current system you can add the field which you want to validate in closing the ticket for all templates, can we do that according to the template it self. Regards
How to customize (rename) status "Denied" in Service Desk?
Hello, dear developers. I have an old time question - could you tell me, in whitch build of Service Desk will be realized feature Id SDF-48701 ??? It's very important feature for our organization. Thank you. Best regards, Eugene Nagirnyak
Feature Request: Close Tickets Linked to Change
Maybe this has been requested before; however, I will ask again in case it hasnt... We use change management as part of our release process. Tickets for features/bugs, etc are linked to a change that is used for the release into production. It would be nice, if like the Problem Module, there was the option to close linked tickets when the change is completed/closed. Perhaps taking the closure code and comments and copying that to the ticket descriptions. We often have 50+ tickets linked to a change
Edit Task view on Homepage
Feature request to allow different details for pending tasks (i.e: due date, linked module, project name, etc..) -- currently only the created date is shown. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
new hire/leaver workflow
Hi, We are running ServiceDesk Plus 9.2 Is there a way of automating new hire workflow where a Manager requests a new hire, an email gets shot to HR and IT to create the new hire (including workstation/laptop, phone, etc.). IT can the update the request once the user is ready for work. Is there anything how does other people approch that ?
Linking Changes
Can we link related changes? Linking one or more child changes to a parent change.
Feature Request: Close Tickets Linked to Change
Maybe this has been requested before; however, I will ask again in case it hasnt... We use change management as part of our release process. Tickets for features/bugs, etc are linked to a change that is used for the release into production. It would be nice, if like the Problem Module, there was the option to close linked tickets when the change is completed/closed. Perhaps taking the closure code and comments and copying that to the ticket descriptions. We often have 50+ tickets linked to a change
Feature Request: Close Tickets Linked to Change
Maybe this has been requested before; however, I will ask again in case it hasnt... We use change management as part of our release process. Tickets for features/bugs, etc are linked to a change that is used for the release into production. It would be nice, if like the Problem Module, there was the option to close linked tickets when the change is completed/closed. Perhaps taking the closure code and comments and copying that to the ticket descriptions. We often have 50+ tickets linked to a change
Business rule creation change recommendation
When adding Perform these actions to the business rules it would be nice to remove any used categories from the dropdown menu that have been added to the actions set.
Add Assets to business Rules
I would like to see assets added to the business rules. I have several systems that send me notifications and I receive a large number of emails that have the system name attached to the description or subject of the message. I would like to have a way that can see the name in either of these areas and then assign that asset name to the ticket. The asset of course would have to be in the system already to make this work properly. I am receiving messages from my SIEM, Desktop Central, Intel ProSet
2 Step Verification
Dear Support, When are you able to introduce the 2 Step Verification under Mail Server Setting - Incoming mail Setup Thanks
Notify Requester if a request is shared to a department.
Hello (Build 9307) I love the Feature to share requests to other users. Thanks for that! It also works to share a request to a group of people, if I select a department. If I do so, I expect that every requester who belongs to that department would get the notification E-Mail. (nobody gets a notification) It should be the same as a requester receives if I select a requester to share the request. Thanks and Regards, Markus
Auto Merge without ticket number?
Is there any way to automatically merge tickets based on the title of the request? Our users tend to copy the helpdesk, but then reply to each other in long ongoing chains, but they don't login and use the helpdesk themselves, they just keep replying to each other with helpdesk copied... which creates a new ticket for each reply since the ticket number never gets entered.... Any solution for a situation like this? Thanks, -Brandon
Extend the textfields of the tasks in the homescreen.
Hello Could you increase the text fields of the tasks in the homescreen. It would be very useful to read more of the title! As you can see, there is a lot of free space. Regards, Markus
Spacer field type for form design
Hi, it would be nice to have a fietdtype 'spacer' that could be used if you wanted to group some fields and make sure there is some space to the next group of fields
Custom tags in Sender Name field for outgoing templates
I would like to request that the templates include an option to edit the "From" field on Notification Templates. While a Reply-To option would be nice as well, I'm not referring to that in this feature request. I'm referring to the Display Name itself. What some platforms allow is the option to personalize the display name, the way Groups currently work. An example custom From Name: $Technician | Support Team = John Doe | Support Team
Preventive Maintenance Tasks
Hi Team, 1. I'm looking to give PM access to the technicians without making them SDAdmin is anyway we can give this role to the selected Technician, 2. PM Schedule to be by day for example Monthly every last Friday Thank you
Show Workstation in Software Licenses overview
Hello, is it possible to add a column with the corresponding Workstation in "Assets -> Software Licenses Overview"? (./SoftwareLicenseListView.do). Thanks in Advance. Best Regards Florian
CSV import reusable template
When a batch of items reach us from one of our suppliers, we want to import these items using the CSV import function by reading the supplied Excel-file. We bring up the import asset form, pick the Excel file, and starts to map all the fields. This works well, all the items end up in the CMDB nicely. However, each time we import these files, we have to do the mapping all over again. Since we import several times a day, and all the suppliers delivers the Excel file in the same format (that is, the
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