Convert Request Template to Request Template
I assume this has been asked for before but I wanted to ensure its on the roadmap. We need the ability to convert a request template into a different request template. We currently have the ability to flip incicent templates, convert an incident into a service request, and I believe the functionality to go from request to incident is imminent according to the road map. The final scenario is to convert between request types Often our customers choose the wrong template--when this happens the wrong
Resolution Template with Attachments
Is there a way to have a resolution template contain a list of attachments? I onboard employees, when I do I have a list of several documents that must be sent to the supervisor. I was wondering as they are the same documents for all employees hired if there is a way to create a resolution template that contains all the documents as attachments, and whatever else so when I select resolved that it will send these documents automatically on resolution. I thought about doing a reply and usually that
Incident - Additional Field
How do I get the software to "remember" what was typed into a "Incident - Additional Field"? Single-Line and Multi-line? If I open an incident and start typing in a single-line or multi-line why does it not remember any historic info I have entered?
Feature Request: Ad-Hoc Merge requesters
SDP Team, We need the ability to merge requesters on the fly without having to build a test environment and bring down the application. I see this feature has been requested several times. I just upgraded to 9.2.9240. Is this available? If not, can we please get this on the road map? Thanks, Adam
User survey exception
Hi Regarding User survey exception, I would like to ignore survey sending for any request which is cancelled (Closure Code is "Cancelled"). Can we set the configuration of ServiceDesk plus for this matter. Best Regards Poowanai
Search in conversation
It would be nice to be able to search inside the conversation. Reason to this is that it is very time spending when you need to find a text from a request there you don't have the number for some reason and you only have a word or two from the conversation.
Notification of requestor when a request is put on hold
When a technician puts a request on hold, it would be ideal if the requestor could be notified automatically. The best option I see is to use the "Acknowledge Requestor by Email when the Request is Updated." It is important to notify a requestor regarding the reasons a request has been delayed.
Back-up Technician Scheduler
When we try to utilize our back-up technician scheduler, it only reassigns the requests based on the due date of the request. We need it to give us the option to reassign based on creation date. If we have technicians out and incidents are created, we don't want the requestor waiting and not being responded to ASAP just because their due date may be later based the SLA. Also, if it were hourly and not just by the day. Some of our technicians work half days and would need to be taken out of the
Change Module
Has anyone recommendations on alternative approaches where the systems does not automate approval for a change to the change requester? We're trying to avoid sending "another" manual email.
Send alert
Hi, Is there any way to send alarm for users(requester/technician) for their request? if no, we have a messenger in our network that can receive messages with vbs. is there any way to run this script with sdp for send messages? i test custom trigger but not success! thanks!
Merge requests by same requester
It would be great if there was a filter option in the merge tool to show: Open request with same requester Pending requests with same requester All requests with same requester
Request: Embed videos in the solutions center
Hi all, Have read a few different topics regarding requests for an embed feature in the solutions centre, although it seems this has been in the road map for around 5 years now. Was this still something that is in progress?
Ghost Requests
Hi, It would be great if you implemented Ghost Requests...I used a system ages ago where a type of ticket "Ghosts" could be raised by administrators to test the rules around how tickets were managed. These were always invisible to normal users, reports, SLA's and only visible to the system and system admin but did help with making sure the rules you had in place for assignment, SLA etc. were being applied without impacting BAU tickets. Although we do alot of our tests in our test environment we still
Duplicate request
hi, is there any option to Duplicate request (Service Request) this feature available for incident only and we need it for service request also.SDP build No.9229 thnk you
Per-User Notifications and Request Closing Rules per Support Group
Two requests I have are in the subject. It would be nice for us to have the ability to select what technicians get what notifications. "Alert Technician by e-mail when a request is assigned" - This would be nice to control which technician wants to get these notifications. Not everyone wants to be spammed with emails, yet some people would like to have these. Same goes with "Alert(or Notify) technician by e-mail when there is a new reply from the requester" - This would also be nice to control per
Creating request via email
When creating requests through email, is it possible to include information to pre-populate some of the details, like due date, category etc?
Stakeholder Function
Hi, I was wondering if you have or could add the following to be considered in the future ? At the moment all tickets that are produced go to a team and have an owner, which is fine. Sometimes some technicians or requester s need to be updated as to the progress of specific tickets. They dont want to own it or get e-mails but they would like something or somewhere where the tickets they are monitoring can be viewed, listed, summarized or notified about. This would need to be a manual thing , like
Locking a ticket whilst it being worked
Hi, Can you add the feature of locking a ticket whilst its being worked on? Thanks, Tracy
Language on Change Planning Tab
I noticed on the planning tab that when you link tickets to it they all display as incidents when requests are equally initiators of the change management process I think the term incidents here misleads technicians to only link incidents thinking that's all that should be associated to a change; when in fact the linkage should be for any incident or request. I suggest altering that language of incicent to something like "Incident / Requests" or using splitting it into three categories: Problem Incident
ServiceDesk Plus Android App - Swedish language
Hi, it seems that the development for ServiceDesk Plus Android App does not progress the same as ServiceDesk Plus iPhone App. Still we do not have any ticket push notification (would be so nice to have) but mainly we do not have swedish language support for ServiceDesk Plus Android App - any idea when this will be supported? BR, Per
Category for projects and for general tasks
Hi! I would like to assign our Projects and general tasks a category and subcategory. Now they are "blank", but they are often a work for a specific IT service. We summaries the time for every IT service and for all the different processes. So this is valueable information for us so we see what we are doing. is it possible to update the database with a SQL update Query? Even better if it is in the roadmap and will be implemented soon. For exampel how the hours looks for the biggest categories at
Implement project clone
Hi, we perform the monthly update of our internal systems and understand that they should be treated as a project, in service desk plus we have the option of creating a task model, but it would be of great use if we could clone the entire projects and edit only what is needed. Att, Fernando Basanella
Integrate With AD Manage Engine for Automatic Account Creation
Hi all, I know currently with AD Manage Engine with automation can set Manage Engine to monitor a folder for a CSV file, and create a new account based upon that CSV file. Is it possible to have Service Desk export certain data from a ticket, store it in a .CSV file in a location where manage engine can monitor, and then automatically generate an AD account based upon that. Ideally, the workflow would work as follows: 1. New Hire Ticket comes in. 2. Ticket is approved by appropriate technician /
API for Reports
Hi, Is there a plan to allow API calls to the Reports module? Regards, Prashanth
how to create a form with reminder features for all the loaned IT asset
I need some advise on how to create a form with reminder features for all the loaned IT asset. Thank you. Ethan
Change Module
Do you have any plans to allow requesters to submit a new change request.
Automation Using A Specific Template
Hi, Is there a way to leverage the business rules in automation to assign a template to a particular request received via a parsed email? IE. User sends a request to our integrated mailbox and with the Subject New User. The business rules can assign this properly, but it will always use the default template when creating the request. I have a specific new user template with dependent tasks that I would prefer the request auto generate with? Is this possible?
SCCM integration for Asset Management
I have found a few old posts in this forum which asked about SCCM integration with SDP for Asset Management (ie using the SCCM agent to gather asset data, rather than deploying the SDP AssetExplorer Agent). The response from Zoho/ManageEngine was that SCCM integration was not yet supported but that it was in the roadmap for future versions. As these posts are over a year old, I was wondering when we can expect this feature to appear. Thanks, Roy
Ability to view Advanced Analytics Dashboard under SD Plus Dashboard screen
The SD Plus Dashboard interface is poor and doesn't give much information. Advanced Analytics Dashboard is a lot more modern, easier to look at and understand. It would be great if an option was available to see Analytics Plus Dashboard under SD Plus dashboard screen
Project and reqeust task auto-scheduling
An auto-schedule feature in ServiceDesk Plus would help with the scheduling of projects, especially in large ones with hundreds of tasks. If a parent project is delayed, the child task and any that are effected by the delay should be re-scheduled automatically. Currently you must schedule each task in a project or request independently, which makes large projects very difficult to manage.
Include date and time when forwarding a message
When forwarding a message in Requester Conversations, it would be very helpful if the date and time of the original message were included like most email programs do. As it stands now it looks as if I'm simply resending the same message. Here's how I think it should look: New message text here __________________________________________________________________ Forwarded message From: Aaron Sentell To: Person A; Person B CC: Person C Sent: 1/11/2017 4:52 PM Original message text here
Barcode printer
Hi All, Can you help to find out the option for barcode printing from service desk plus.
Survey Questions mandatory
Hi, we would like to make your Survey questions mandatory to get an exact statistic. Do you think this will be possilbe in the Future ? THx Wolfgang from Austria
Function that user can acknowledge the asset he borrows.
A feature where the user can acknowledge/sign the asset he borrows. Perhaps via RFID-Tag.
Boolean Custom Field Type
It would be great if we could have a Boolean custom field type such as a check box. Not only for requests templates, but for requester profiles as well.
Report - alphabetical sort view
Hi, A while ago I asked if you could overhaul the Reports view in SD+ and was told it wasn't on your schedule. As you know the current situation is you create a report and it is just added to the bottom of the list with no way of sorting them. However, could I ask that you put in an alphabetical sort view so that the reports are automatically sorted from A to Z when they are created. At the moment I have dozens of reports in each folder and with no way of sorting them it has become very messy and
Please enalbe “Add task” & “Associate Project” under “planning stage” of change
team, Our customer arise following feature requests, please analysis it, give us your comments: They want to add following features under "Planning stage" of Change module. 1. allow user to "Add/Edit Task" like in the "Implement stage". 2. allow user to "Associate a Project" like in the "Implement stage". Since, in the Planning stage, there maybe are some "TASK" need to do (call as pre-task), only these task be completed, the change can go to be approval stage. And, for some complex tasks, it's
Additional Field and Form Rule - "Change Template to"
Hi We have a large number of users who choose the incorrect template. As a result the business rules do not assign correctly. Are you able to add the following Action: "Change Template to" I am hoping to then create a rule that applies this action on the field "Category". Example: If Category contains ..... then change template to.....
Mobile from Attribute
Dears, i need script to match below : i create field called Mobile Number, and i need to get the number from field name Mobile (which is imported from active directory ) , as i need to view his mobile while requester create the request in that additional field i created before (Mobile Number). ----so if i know column Name of Mobile (imported from active directory) it will help and i will match these fields, appreciate your support.
Inability to Edit Requester Templates
I am really struggling and cannot understand why requester templates cannot be edited, or changed. We can create a template which shows on the technician side, but even as an admin within DC, cannot make changes to on the requester side? It seems like this is a function that we should be able to change and customize to our needs. We need the ability to make the description field mandatory. On some of the templates we can do this, but on others the description field doesn't even appear. This is really
Next Page