Recurring Holidays
On the recurring Holidays, is it possible to say for example the 4th Monday of the month instead of choosing a date because as it stands, some holidays change depending upon the weekday. Please help. I don't want to have to manually enter the holidays each year.
Cores count
Hi, One of my Service Desk Plus users is asking for a feature that sums automatically the quantity of the cores assigned to the servers in the CMDB. Is there any way to accomplish this within Service Desk Plus? Thanks,
Please allow user to attch some files in work log
team, Our customer arise following feature request: They want to enable user to add attachment when they add/edit a Work log (request/change module). Thank you.
Project departments/teams/units
For reporting and filtering purposes it would be nice to define the department, team or unit that a project is assigned to. Perhaps integrating the "Support Group" as an assignment option for a project would be the solution. We have had to rename the Project Type field to Project Department in order to track projects in the manner that we need to.
Add custom triggers
Hello again, We would like to suggest some new features, regarding new trigger posibilities that could benefit not only our organisation, but also other forum/application users: Task Triggers: Currently, the only "automatic" trigger is when tasks with dependencies are closed, so that the dependent task can be closed. We suggest, the possibility of creating tasks (with or without dependencies) when the previous ones are finished. Right now, we more or less do it using custom request field triggers
Openfire + Manageengine
I have an corporate Openfire server (own IM server with users, like ICQ)Can we send notifying about status task to the jabber account?
Question about service request Form & Field rule
can I create (form & field rule), to put the service request state (on hold) till it reach (specific date) field defined by requester on the request, (e.g.: Joining Date), & when reaching this date, the request opens & start counting the relative SLA time. Thanks,
Full HTML email support
Hey guys, It's a feature that's been requested quite a bit over the years and I can't find if there was ever any movement on it. We are attempting to 'rebrand' our helpdesk and one of the aspects of that is consistent communication. Bot having full control over the notification's is seriously hampering that. I've searched the forums and roadmap but I can't see anything on there? Thanks!
View all incidents associated with a problem, even when they're not assigned to you
There should be a setting that allows a technician to see all incidents relating to a problem they're working on, even if the incidents aren't assigned to them. I have a number of technicians who are only able to see incidents that are assigned to them. If I create a problem and assign it to one of these technicians, the incidents tab only contains incidents that are also assigned to the technician. This is not good as a technician investigating a problem will probably need as much information
Presentation Setting
Good day, Can you add formatting options with templates or services? In the attached picture you will notice that Requester Details is withing a blue ribbon. I think it can be useful to be able to add such borders or ribbons in complex templates so that required information can be grouped logically. Thanks,
Adding Project Report on the Dashboard
Am trying to figure out how to configure the dashboard to be able to accommodate more menus instead of the three (Helpdesk, Problem&change,Assets. Is this possible?
Resolve - Not Close
Hello I have just finished an ITIL course. We were told that incidents should be marked as "Resolved" and then "Closed" in an agreed amount of days (via the automated closed rules). The actions tab on Service Desk Plus only includes Closed. Is there a way of choosing what is shown? I want to be able to easily select resolve on the tab, rather than needing to edit the incident and then select the option. I look forward to your response. Mark
Convert Incident to Service Request
I am having an issue when converting Incident to Service Request. If I select "overwrite" then I lose some data that I want to keep ( mode and site ), but if I do not overwrite I don't get my default items like Category, Sub-Category, Item...... I would like to see an option to overwrite only fields that are blank. Or something similar.
Ability to reply to latest message in conversation
In Requests, only the "Forward" button is shown below your own messages in the conversation thread. Quite often we will want to make an initial reply of "we're looking into it, try _____" and then follow that up with a "actually, that won't work; after more investigation, try ____" reply. It would be best if the whole thread was kept in the email for requester. In my email I would go into the Sent Items folder and do a Reply To All from there. You can choose to forward and then manually enter
Custom settings per support group?
We currently have 16 support groups setup within ServiceDesk & are wanting to customise... Dashboards Surveys Notification Rules SLAs ...just to name a few! (per group) We have several non technical teams using the platform which currently find the current global settings limiting.
Approval status as option in custom trigger and business rulls
It will be nice to use an option approval status for request in custom trigger. Case: When request approved run trigger that do something (give rights to access server as e.g.)
Approvals in Request Print Preview
Is it possible to print approvers in the request by using the print preview as we can print other information like requester detail etc. Please advise. Thanks.
Reply Templates with ability to embed pictures as inline images stored on SDP server
Hi All: Would there be any posibility to allow Reply Templates to accept embeded pictures in the same way as it is done in when replying to requests or creating solutions? Although I can embed pictures in Reply Templates, but when such a Reply Template is sent to a requestor, their clients see only image placeholders. I investigated the issue and found that picutres pasted into content of Reply Templates are represented in HTML code (as img src="data:image/png;base64,iVBORw) whereas picutures inserted
Required notes on reassign
Our process when reassigning a ticket is to currently: Assign a new technician Go back into ticket Select 'Add note' Type the note out Tick 'send note to technician' Save the note The problem with this method is that it's constantly being forgotten or overlooked and the process takes more time than it needs to. I would like to see an option to enforce a notes window to show on technician reassignment which can be set to automatically notify the tech of the reason. Not sure how this would affect automatic
Import MPP: Map Resources
We're in the process of migrating from 9202 to 9212 and started testing the MS Project import feature. Is it possible to include the ability to map an assigned Task/Milestone Resource, in the .MPP file, to the Owner field in SD+? I'm assuming it was omitted because Project Members are not transferred over during the import.
Add text to approvals and change request conversations view
Hi all, Reccently our enterprise has been struggling to start using ServiceDesk Plus. Besides the work required to adapt it to our workflow, configure everything and start using the application, we have encountered two things that we think would be great to add in future releases to help the management of requests: - Add text to approvals: When a service request requires an approval (ie: from an Enterprise Manager), the person that gets the approval in the HomePage.do views the
Multi Monitor Reports
Good day, The reports currently in the system does not have enough flexibility: 1. Only one monitor can be reported on even though more may be present. In today's business environment many users have more than one monitor. AssetExplorer can only be effective if it can actually show how many monitors are attached to each computer and what each serial number is. Case in Point: Computers by Domain report with Monitor Serial Number selected shows only one monitor Please expand the reporting in order
Preventative Maintenance Sub Tasks
Would love to have the option to add a number of sub tasks to each preventative maintenance task, this would allow one PM to be created and then the users can complete many tasks relatedto this one PM
Auto requester assignment
We have a mailbox where users will ask us questions, that doesn't automatically create a ticket. Regularly we forward that email in to SDP, but it sets the requester as the "IT Department". Is there a rule we can add that parses the email for something so we can Specify who it was from? IE. Body contains ##From: Joe Schmoe## auto assign it to "Joe Schmoe" Thanks in advance. --Scott
Order and install flow feature
Good Day Manage engine community, I have a quick question regarding a possible feature or if it even exists. We are looking for something that not only does purchase order flow but goes beyond that with order installation and completion. Example: Customer contract is submitted --> Contract is approved --> Needed equipment is submitted via Purchase order --> Equipment arrives -->Equipment setup and ready for testing -->Equipment is tested and ready for deployment --> Equipment deployed at customer
Date and Time Stamp Reply Emails
When you reply to an email it should show the date and time the email you are replying to was sent. This assists anybody reviewing the email to see quickly see when the email in question had been sent. This is similar behaviour to how many email clients work.
New options related with creating request.
Hello, Could you consider following suggestion as a new feature requests (service desk plus)? 1. After I click on 'add request' button I would like to see message like this: adding new request in progress. In same time, template should be hidden or inaccessible. 2. Message of error should appear, also when necessary fields are unfilled or wrong filled. In this situation, template should be also inaccessible. 3. Wrong filled or unfilled fields should nbe marked by other colour.
Mobile App Notification
Good day, We have SDP Enterprise and make use of the mobile app. The app however does not seem to be able to issue notifications. Is there something that we are missing? or If it is not a feature where is this in your roadmap? Thansk,
decommisioned IT Service
Hi, we are in the process of creating IT services in ServiceDesk Plus. The plan is to relate the IT Service objects to the Business Service objects. And also to relate the IT Service object to the software object that then again runs on a Server. This is really just straightforward. But how to administer IT Services that has been decommissioned? I now Assets can be decommissioned, but how to decommission an IT Service? Once an IT Service is decommissioned it should still be visible in ServiceDesk
Explicit Deny Permission for non IT Roles/Groups
I have several non IT groups who are either now using ServiceDesk or who would like to start using it. One issue I have is with our HR department. they would like to intake requests; however, I cannot isolate their tickets under the current security model. It would be nice if there was an option, perhaps in roles or groups to explicitly deny access to tickets owned by certain groups so I can protect privacy issues relaed to grievances, FMLA, etc that would otherwise be exposed. It is not practical
Change of superior/chief for group of users at same time.
Right now, in service desk plus, when I would like to change chief/superior for group of user, I must edit every single account one by one. I would like to do this at some time for all. Kindly ask you for add this feature to the service desk
Is it possible to include in the purchase order, a field with the total amount in the letter?
it would be very useful for us and our suppliers, counting on a field in the purchase order, including the total amount with letter: Example: Total ($): 1,250.00 one thousand two hundred fifty in Spanish, of course. Thanks alot in advance.
Private Notes
Is there a way to have notes that are visible to Admins but not to Technicians? Even if it is a custom field there are some aspects of documenting a service request that I would rather not be visible to technicians
Change Details pop-up window
Feature request -- the ability to configure which items are shown in the Change Details window. For example: - impacted services/assets - expected downtime (duration is shown but often these are not the same) - Custom fields (i.e.: Risk) - Approval Status Your roadmap has an upcoming feature where Requesters will have access to the Change module. The calendar can provide a requester and CAB a summary and understanding an upcoming Change. SD 9217 Enterprise MS SQL ------------------------- Canada
Feature Request - Asset Serial Number Fixed Field
The following was requested in Aug2013. Feature ID SDF-54900 was assigned to the request by ServiceDesk support: We need the ability to limit editing of Asset serial numbers. Potential options to accomplish this could be: Configure Serial number field as fixed - not editable Admin option in Access Permissions to deny access to edit serial number field for certain User Roles When new inventory arrives, assets serial numbers are bar code scanned and imported into inventory. Asset serial numbers do
When will we be able to convert multiple incidents into service requests?
Change Approval notification
We'd like to be able to show who actually approved a Change Request. In our environment we have 3 people review and approve a technical change (CAB) separately. When the 'approved' email is received it shows a) the change is approved (when it has only been approved by one person) and b) only the comments (not whom they were from). This seems like a quick feature add to include the Approver field in the notification template. SD 9217 Enterprise MS SQL ------------------------- Canada
Setting time in Business Rule
I'm proposing for a start time and end time in business rule. Eg, having the ability to set an out of hours business rule so the business rule will only be activated during the set time.
Availability Chart: Locked Date row
Feature request to enable a locked date row when scrolling through the list of Technicians.
Back-up technician
Hi, I would like to request a change in SDP backup technician. Currently, the backup technician will only get assigned requests for technician on leave if the request DUE BY DATE falls within the time the technician is on leave. So, if a technician is on leave for 2 days and the request is not due until 3 days later, the request stays in the assigned technician's queue. I would like the option to configure backup technician to get applied on the CREATED DATE of the request. So, if a technician
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