Change Templates - Ability to standardize task list
We are wanting to utilize the change request module for new switch/server installs and would like to set the task lists much like we can with Project Templates. I understand that you can associate a project with a change, but there is no accounting for if the project was signed off on as being completed like the Change module provides. Edit: As an alternative, if tasks from any associated project were shown in the task list for the change (read-only), that would satisfy our needs as well.
Adding new assets by using the Vendor's Barcode
Will this functionality be added to the phone app? Could it be?
tickets 'in-progress' not shown in stats or on dashboard
Hi, any way to also have those tickets shown in summaries? Bit annoying when you explicitly have to list 'in-progress' tickets to get an overview. Open and on-hold are already shown. THX
On Hond to Resolved
I have several times when a ticket is for all intents and purposes resolved but the user feels better if it's left open for a few days so they can "make sure" it's ok. When you edit a ticket and set the status to OnHold, you cannot choose resolved as the next status when the timer ends. I cannot set it as Resolved off the bat as the second they get the resolution email they immediately respond which re-opens the ticket. Suggestions?
mail dialog in Servicedesk request
Hi. is it possible to add mails directly to a servicedesk request without opening the servicedesk application? I was thinking, if you are in the mail application (ie outlook), is it possible to cc servicedesk@domain and then the mail is automatically attached to the request. I have seen this functionality in other CMS systems, where you CC the CMS system, and you just have to make sure you have request number in the subject. Best regards thomas
Task Dependencies
Hello Team, The way task dependencies work for the change module is strange. We are allowed to choose parent for the child task but we cannot close the child task until the parent task is closed. It would help if it is the other way around(which is the normal way) where we should not be able to close the Parent task until all the child tasks could be closed. Your suggestions would help. Regards Solomon Ferns
Convert service request to incedent
We can able to convert Service To Incident only for unapproved and New Service Request. But Here we require option a technician can change Service to incident at any stage . Because in Service request we have predefined approvals and a mail will first goes to reporting manager or department head once they have approved then it come to technician. And a technician will be a right person to define it Service request or Incident request based on the request type. In our setup we want to convert
Change Approval: Addition of Attachments
Hi Support, May we ask for a feature request to add a feature wherein we can add attachments within the Submittion for approval form? This will be handy especially when adding release notes and other change related documents to CAB for approval. Let me know if this is possible.
Global Request Views
Hi, Is it possible to create Global Request Views, like Show All With Status=Hold, where Group = $TechnicanGroup rather than just the person? I would like to create a view that shows all Team's Tickets on Hold, but we are using a custom Hold Status, rather than the built in one. Or if I create Separate Views for each team, is it possible for the team to only see theirs? Steven
Import CIs on a scheduled basis in SDP?
I've been looking around, but I haven't found a suitable answer yet. Is it possible to import CIs on a scheduled basis (much like the CSV Requester Schedule)?
Private Notes for Admins
Hello, I understand that there are functions in place to "hide" comments from a requester but it would be very helpful if there was a way for administrators to have private notes that the technicians can't see. I used to use a home-grown application and I found that being able to specify the visibility of notes to be very helpful. Thank you
Add to Project - notifications
Can we add a notification when we add a new member to a project.
Mult-line Textboxes
Would be excellent if you make multi-line textboxes with a variable size. Maybe it should fit the window size, or at least make it manually extensible. It is very uncomfortable to enter and manage text/images in a very small text area
Allow view into Change Module (Roles)
This is a request for more visibility into the change module for technicians. In our environment we have IT technicians and Non IT technicians (planning, corporate services, finance, etc..) roles with different views into modules. Non IT technicians only have the ability to only view requests/change for their support groups or assigned to them while IT technicians have full visibility with limited permissions to some modules (asset, cmdb, etc). We'd like the ability to open the change module to
Project Management Dashboard
On the Main Dashboard on Service Desk plus. Is there any plan of adding a tab to display an executive summary of the current projects with their status and other relevant details. Our Management requires Graphical reports on Project Management module to show the following 1. Graphs on Current Projects as per the owner(s) 2. Graphs on projects on track , delayed , etc 3. Graph per project showing the percentage completed based on the status of the milestones Kindly advise
Hide or shouw entire resource regions
Team, I'd like to be able to hide, show, enable, disable, mandate, unmandate on entire resources. Use case: I have forms that resources which contain groups of fields. For example, I have a checkbox that says "Active Service Contract." I have a number of fields (Support Vendor Name, Support Vendor Phone Number, Support Vendor eMail Address) grouped in a resource called Support Details. I'd like to show that resource with all of its fields if the user checks off the Yes checkbox in "Active Service
Please add a search box to the Service Desk community page
Within Service Desk Plus, when I click the Community tab, there is no search facility. After some poking around, I found the search box after clicking the "All" menu item. Can you not add the search function to the Community page? Regards Dave
Request Checklists
It would be really helpful if Checklists, both predefined templates for common activity and manually created, could be added to requests. For example for setting up a new user you could have a new user checklist with each piece to make sure everything is done. Also requirements for the checklist to be completed before the request could be closed would be needed as well. Preference of this checklist to be on the side of the actual request were it would be easily visible to technician working the
Add role based ability to enable dashboard customization
I would like to request a feature that would allow me to create a role that I could choose to allow users that have this role to modify their dashboard. This way, I don't have to give them Admin access to be able to modify their own dashboard.
Any change of making this self Service portal available for SD Plus
Hi, I noticed that you have a new self-service portal. Any chance of introducing it to SD Plus users? https://desk.zoho.com/portal/meservicedesk
Please make a tab/filter for last scan date under Workstation(asset Management module)
It would be so useful to know when a computer was last scanned when searching under Workstation tabs. There are possibly reports that we can run but doesn't make sense why the filter/tab cannot be included under the module.
Add description field to network scan list
Hi, I added a bunch of IP address range to network scan section. I need to see description field of network scan instead of click on it. Thanks
Set email for a task
I am wondering if it would be possible to add an email address to a task. Scenario, We have an onboarding process for employees, when the telephone extension is added (a task) when the task is set to resolved it should email one employee who does business cards and the like. If they are a specific type of worker, that task when resolved should email someone else. This is done in a way but the first person spoken about above does not need to know every step of the process is completed, only their
Publicly accessible reports and dashboards (no login required)
I would like to publish links dashboard and reports on our web sites and make them publicly accessible, not requiring a login to ServiceDesk Plus. This would be especially useful for digital signage devices that has the ability to display HTML web pages. The ability to embed reports and dashboard graphs within a web page would also be helpful for public visibility.
ME SDP Admin Guide
Could we get a .chm version of the admin guide that is downloadable from your website and structured like your web version. https://www.manageengine.com/products/service-desk/help/adminguide/ The PDF is a pain in the backside to use. Regards, Willus
Notification Rules> Add variables "Mail included CCs" When request is assigned notification templeate.
I would like you to add CC variables to the notification rule you send when the request is created. Currently only the requesters email address can be used as a variable.
Request to be unchanged.
Hi guyz, My question is about requests sent by requester,is there a way of restricting the requester to not to change or modify the request until it's been resolved/closed by the technician? Regards, Brian B.
Include timestamp of previous response when replying
Hi, A lot of times we send e-mails to external parties requesting for an update but we have to add the timestamp manually of the previous interaction. It will be great to have the ability to automatically include the timestamp when we click 'Reply'
Outlook Converstation/ Subject Line Matching
Hi If two people send emails to ManageEngine that are part of the same email conversation and have the same Subject Line, can they be linked together automatically, rather than being logged as separate tickets? Most other helpdesk software can do this.
How about a way to reject messages if there is anyone but the various registered service desk email addresses in the to or cc field?
Team, We try to instruct our users to stop cc'ing people on tickets, but it's a tough sell... I'd love to be able to reject service requests if they have more than one recipient (that recipient being one of my registered service desk emails) AND I'd like to have an auto-generated message explaining, using my preferred wording, that the email has been rejected. This would really make the product stand out from your competitors. -Adam
Purchase workflow prepaid scheme
Hello, can we use prepaid scheme of purchasing? How works Purchase Workflow now in SDP: Create PO>Submit Approval>Approved>Ordered>Recieved>Invoice received>Payment done>Closed PO How we need: Create PO>Submit Approval>Approved>Ordered>Invoice received>Payment done>Recieved goods>Closed PO Thanks in advance!
Fetch mails every - Time
Hi, Is possible set the time in seconds in: Fetch mails every ? How can i set them? Thank you in advance!
Reports: Manage Scheduled Reports
We'd like to see the ability for Admins to view all scheduled reports regardless of sender and the ability to manage the settings for all scheduled reports such as the sender, subject, frequency, audience, etc.. Use case for this are roles where they report SD+ data to the business through scheduled reports. If one of these roles leaves the organization or moves to another department it creates a few issues: A) the report fails because the user no longer exists and the business doesn't receive the
Add tasks to a project or request directly within the task list using a "Quick Add" feature
I would love to be able to quickly add tasks when sitting down with a project team and do so direclty within the task list itself without having to click "Add New" each time. I don't need the full task editing screen for drafting a task list.
Requester field within a project
I would like to be able to record who the requester of a project is and have a method in which to communicate to that requester in a similar fashion as a service request. This requester is often a sponsor or key stakeholder in which we are in constant communications with.
Send email to technician when request is due
Is there a way to configure system to automatic sending a notification email to the technician when a request is due?
Can I add other items to the status block?
Can I add other items to the status block (Where it says status and priority when a ticket is highlighted?) I'd like to see Level and possibly assigned technician.
'Recent Items' missing
Is it possible to show the good old 'Recent Items' Block in the new Version of Helpdesk? It was one of the best features in the Helpdesk... Greez
Requester requests for approval
Hello guyz, Am experiencing SDP for the first time. And i have a question as follows: Can a requester request for approval?if yes, how? Because the only feature i saw is when the technician request for approval for the solution. Best regards, Brian B.
Recover deleted change ticket
Make it harder to accidentally delete a change - Working quickly, viewed a task in a change ticket, went to Actions > Delete. Oops! It was too easy with nothing to stop me. Also recover deleted change as possible with deleted requests - Why doesn't this functionality exist for changes as it does for requests? Thanks, Richard.
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