Project to Request Linkage: 1 to Many
I have a business request to be able to link a request to more than one project. Not sure if this has been requested before but wanted to submit it as an enhancement request
Request additional e-mail options for notifications/escalations
I would really appreciate the following variables for notifications/escalations and script actions anywhere the system sends e-mail regarding a ticket: $TicketOwnerManager - Manager of the technician who owns the ticket. This is primarily for escalations but could be useful elsewhere. $TicketGroup - E-mail whatever addresses are specified for the support group the ticket is assigned to. $TicketGroupOwner - E-mail the owner of the group the ticket is assigned to.
Assign roles on a per-site basis
We have a need to provide one level of permissions to a technician within one site and a different level of permissions within another site. For instance, in one site the technician needs to view only tasks assigned to them and in the other site needs to be able to view and edit everything. At the present time User roles cannot be defined on a per-site basis.
Feature Request: Hide Task Types in Gantt Chart
Would like to have the ability to show/hide the task type legend while viewing a project gantt chart. As our task type list grows, the view is becoming cluttered. SD 9217 Enterprise MS SQL ------------------------- Canada
Problem Load Cleint Web Portal
hi My version is last 9.3 Build 9301 Afther update java to jre1.8.0_12164 Portal No header menu
Android App login through AD authentication
Hi Team, I had just downloaded the SDP app from Google play store & configure the same with my working setup. I have the latest version of SDP with latest build as 9300 updated few days back. Now I am able to login in App through built-in administrator account but not able to login through AD account. It says AD authentication will work with build 9300 & above but I have already updated my server. Can u help in this regard that why I am not able to login through AD authrntication?? Regards Prashant
Sort the Available Technicians list when creating new Support Group
I was setting up a new support group yesterday and realized that the Available Technicians list does not appear to be sorted in any way. It would be nice to have this list sorted alphabetically.
Importing Resources from MS project
I am trying to import MPP files in the project section. The projects import successfully, but the resources (owners) which i assigned in MS project are not imported into manageengine. How can i import task owners from MS project into Manageengine?
Worklog Type column
Hi, We would like to have ''Worklog Type'', as a column for work logs. Could this be implemented? Thanks
Announcements too small
Please make the Announcements more obvious and larger. Our users overlook them
How to Disable Template Categories page?
In the initial phase of implementation, I do not want to implement templates for service request generation. Whenever a user clicks on 'Submit your Request', a default page should appear for him/her to enter the Subject and the description of the problem. Attachments can be sent. I deleted all the configured templates and only a default template is present, which is created by system. When a user clicks on 'Submit your Request' button, a blank Template Categories page appears. From there, there
Selection / Completion boxes within Tasks
Example: New user request. This spawns several Tasks to various techs. One tech will get the assignment. In the details of the task, the tech has to: refurbish equipment or issue new record asset assignment load O/S load specialty software install VPN or other apps as indicated. Contact user regarding ship/delivery date (especially if sending to another location [we have centralized IT for multiple sites]) etc. We would like to be able to have these items checked off as completed. We want to
Change default CI structure
Hi, I wanna to change structure default CI. For example default CIs are: - Access Point - Business Service - Cluster - Datacenter . . . - Network I wanna to change above to this: - Network |_ Access Point |_ Cluster |_ Datacenter What should I do?
Budget
My company who currently have 1000 License for Workstation and 25 technicians license want to use the PO module of the Services Desk Plus software - but before implemented we want to have the ability to enter the department budget - so everytime that a particular department create a PO the amount of that PO can be reduced from their department budget. Please let me know if this is something that can be included in the next release. George Alvarez galvarez@vipservices.org
Addition of cc field for submitting a Change Request for Approval
Hi, May we request to add a cc field when submitting a Change Request for approval? This will be useful especially when copying the Change Advisory Board and other stakeholders for approval.
Make Requester Conversations editor bigger
Hi When I open a requester Conversations the editor is really small. Most users have big high resolution monitors. Maximized on a 24 inch montor it look like this. Complete waste of space under the red field. Please make the editor bigger in SPD. //Peter
Announcements API
Hi, We would like to take advantage of the excellent Announcement system by publishing a short list of them on our Intranet, with full click-through functionality as it is on the Home page in SD+ At this stage we're just looking to list the last few (5-10 say), just to improve the visibility of our Announcements to staff. Cheers, Richard.
Enable Business Rules to trigger additional fields
I would love to be able to utilize Business Rules to trigger changes to custom (additional) fields that we have implemented. We have several custom fields created that could be changed to certain values based on rules (sender's email, sent-to address, etc), but a Business Rule only allows me to manipulate the built-in fields. As a workaround I have made several incident templates that have the values populated appropriately, and then I have Business Rules to apply those templates, but that gets really
remove in store asset from not scanned in last x days
It would be nice if the in store assets could not be shown in the "Workstation/Server not scanned in last x days" view. And maybe not even being tried to scan at all.
SLA and Business Rule Request - Email and Escalate to Support Group
We need to the ability to e-mail a support group when a business rule is executed (See Image 1). Use case for this would be that we currently have 32 support groups broken into Tier 1 Support and Tier 2 Corporate Support. In the event of a Priority 1 or 2 ticket we need the ability to immediately notify the Support Group which the ticket is assigned to. Having the ability to send an e-mail to a support group when the business rule is executed would fix this. Having to assign this per technician is
Default selection Solutions in Resolution tab of a request
Hi, Can you please make the default selection configurable in the Settings for the Solution in the Resolution tab of a request? We don't use the solution database (because we have an own solution wiki site) so the default must be the "Resolution" in stead of the "Solutions". See screenshot. Best regards, Mark Flothmann
Ability to set Solution TOPICS as published to Requesters
I would like to have the ability to "hide" Topics from the Self-Service portal. We have lots of technical solutions we want to hide from Requesters, because they are intended to be referenced by IT staff (only). While Requesters see none of the data, the can view our tree structure of: -------- Standards - Network ---- WAN ---- LAN ---- WIFI ---- VPN - PC ---- Desktops ---- Laptops ---- Other - Servers ---- Intel ---- Unix ---- Other - Applications ---- Microsoft ---- Other - Database ---- Oracle
Trigger a pop up or disclosure when Certain Template is selected
We have a template that is going to be a request to Add a new user, this will be for a very select group of users. I need to have a pop up window or notification pop up when a user clicks to use this template display an important disclaimer message. Is there anyway of doing this that is not too complicated or time consuming?
Feature request: Slack integration
Feature request: Integration with Slack Is anyone else out there using Slack? We started using it and think it's awesome. We've integrated PagerDuty and Trello which makes it really easy to behave as a one stop shop for notifications and team communication. Here is a list of things that Slack integrates with (link ). We experimented with using PagerDuty to post notifications in our Help Desk channel when new tickets arrive but it wasn't robust enough. Below is an example of what the PagerDuty notifications
prepopulate Technician
Idea would be for an option with incident templates that you could have %technician% as a field and it will take the technician name from the tech assigning the ticket. eg. you apply a incident template and it's automatically put into the technician's name based on who is logged in and modifying the ticket.
Un-merge requests?
Is the ability to un-merge requests in the road-map for future releases? I know that you can split requests via the conversations, but it would be nice to keep the original ticket ID. Thanks!
Service Request Resource Info Section
Within Service Request Resource Info Section we have a number of selection criteria that depending on response will determine action to be taken with the request (especially for New or Exit User). Would like ability to mark these items as Mandatory (either by Technician or User - just like on an Incident Request). It would also be very helpful if we could spawn tasks based on reponses to items in the Resource Info Section based on a specific response. Anyone else interested in this functionality
SDP Chat Functionality
Anyone got any live chat software being used that interacts with SDP to create tickets? Thoughts and product suggestions welcome?
integration with Zoho CRM
Hello, any plans concerne the integration between service desk plus and Zoho CRM ? thanks you
Feature Request- Change Field Types
1) Are there plans to bring the new field types (Multi-Select, etc) to the other modules like Change Management? 2) We could use more fields in Change also..
Contracts: Link to Site
It would be nice to be able to link a Contract to a Site, so that technicians can only see the contracts that are in their scope / regional perimeter. Antoine
Feature Request: Add roles as a filter to User Groups/Send notifications to an User Group
Two part request: 1. The ability to filter and create a group based on roles (i.e.: all SD techs, Service Approvers, etc..). This comes in handy if we have roles assigned throughout the organization where a filter by title, department, or site is to broad 2. The ability to send announcements to specific users groups. Right now the only option is email which is useless when you would like to share an announcement with the organization. Instead if the ability to email to an User group is added, we
Approval Page Update
It would be nice if on the approval page where you click on approve or reject, etc if any other previous or next stage approvals on the ticket or change were listed and their status in addition to the details that are already present
Rest API for CSV Requester Import
Hi, For various reasons, we can't use AD sync for our users. As an alternative, we've been using a CSV import. Is there any way to automate this? I found where I can use rest api to create requesters, but I can't use it to add login name/domain information. Has anybody had any success in something like this? Currrently, we're having to build a csv, then manually import users every morning. Ideally, I'd like rest api to be able to import a requester with: Display Name First Name
Custom Applications in On-Premise version ?
Hello there, Are there any plans to include the "Custom Applications" in the On-Premise version of ServiceDesk Plus ? Thanks, Antoine
Ability to add notes in multiple jobs at once
Would be great to have the ability to add notes in multiple jobs at once
Cloning tasks
For larger projects and in some requests, it would be nice to have the option to clone tasks to assign to different technicians.
Task search & filters
Hello, We started to use tasks submodule and it's not a good at all that search scope doesn't include tasks. Please look at this moment at feature. Besides that, additional customizable filters for tasks (as for requests) will be very useful for technicians. Thanks.
API features for acces to old request in a combined request?
Dear sir, We need to access to some request by API, when a request are combined, the old one that has been combined to a new one is not accesible from the api by the old request id. SDP instead can acces by the two request id, but the api not... Thks for your help mbb
Put a border around images pasted into solutions, replies, descriptions
Often users and techs will take screenshots and paste them directly into SDP, great feature for all parties! Usually though, the screenshot will contain a lot of whitespace, and often out of context text and images. Especially in solutions this makes the image look 'out of place' and the flow of instructions is broken and hard to read. In the case of numbered lists, pasting images in with whitespace, it's not clear where the text instructions end and the screenshot begins. A simple fix for this would
Next Page