Associate a PO to a contract or a license agreement
As an expansion of the Purchase system, when I am receiving items, I would like to be able to include Contracts (e.g. Firewall maintenance) and License Agreements (Service/Support) and have it link to the appropriate places in SDP. If anyone else is interested in this, if you could please click on Like in the Forum. Joanne Rogers
Email address related with template of request in Service Desk PLUS.
Hello, I have a requests' template and in it, there is a field: send notification to the specific email addresses. Every time, when I'm using this template, I must put adresses manually. So, I would like to have option in SDP+, which gives me opportunity to create this kind of field but with possibility to put in it permament email addresses.
I want to send an acknowledgment email to the requester when a request is created (not only when received)
Hi, I can see how to acknowledge a receipt of an email to create a request, but I want to send an acknowledgment email to the requester when a request is created even if it is by Technician using the web interface etc . Currently, the requester gets an email upon receive but not on creation....Is there something I can turn on?
Approvals (Print Customizer)
Hi, Is it possible to add in future a possiblity of printing "Approvals" in printing requests?
Access to specific elements of rquest
I would like to ask you for create option in service desk, which will be responsible for giving permissions only to see specific elements of request. For example: serviceman from one group will be able only to see tasks and/or attachments, but not content of request, which has been created by member of another group.
Extend PO view to requester
It would be nice to extent the Purchase Order Viewer role to specific requesters besides technicians. E.g. it would be beneficial for our finance department to access PO's if they needed to verify the PO against an invoice they received. This would save time for them as they would not have to notify me and wait on me to print and email them the PO.
Global View does not show all Tickets
Hi there, We realized a very important issue for our Service Desk Teamleaders: in the Global View, only Incidents with status "Open" and "On Hold" are being displayed per Technician. However, we do have several custom Status in the categories "In Progress" and "Completed". We request, that in the Global View, also all Custom Status are being considered to display the total amount of assigned Tickets. Because today this makes some confusion, as Teamleaders think their Technicians have less Tickets
Project Management additional fields
We would like to see additional fields made available for the project management module. We need to track things like Group/Team, Funding source, Strategic goal alignment (multiple selection), Backup owner, risk score as well as others for project portfolio reporting purposes.
Give CC'd Users the ability to View Tickets
When I CC a user on a ticket and send them the ticket link it says Request does not fall under your permitted scope. So you are unauthorized to update the same. How can I make sure that any CCd user on a ticket will have the ability to view the ticket as well, and not just the requester?
Notify Support Group (Not Just Technician) on Requester Reply
We would like to have the option within a support group notifications to have a notification email be sent to the Support Group when a requester replies to a ticket that has been assigned to that group. We would like this option to be within the Support Group notifications below: Send notification to group technician(s) when a new request is added to this group Send notification to technician(s) when a request in this group is left unpicked. Send notification to group technician(s) when a request
Request Status Scheduler applies only to Onhold Status
Hi, ¿How can we configure the Request Status Scheduler to change to any In Progress status? Regards
Specify Due Date on Import Requests
Good day, As an IT Manger, I regularly use Import Request when I have a large number of tickets that my technicians need to address. This works very well for logging new incidents or tasks but one field is not available that I think is important. Due date. It appears as though the intention is to import resolved tickets from other systems but this import also works very well for creating tickets in bulk but when creating tickets in bulk, it is often necessary to change the due dates as you cannot
Due Date Authorization
Good day, I have set up service desk plus in such a way that all tickets logged with the service desk is assigned an SLA and consequently a due date. I have encountered a situation where a technician, who gets a financial reward for completing tickets within the SLA, changed the due date of an incident as it would have breached. Can you add Due date change authorization that where a tech wants to change the due date, it has to be authorized? Thanks,
Announcements
ServiceDesk announcements is a great place for people to keep up to date with the latest information presented by the IT team. Is there any talk about setting up a "subscribe" button so that people can subscribe to announcements rather than having to go to the helpdesk site to view announcements.
addtional requester detailes
hi, is there any option to add one more field requester details as attached file , we need to crate new one field name"Manger Name" and no need from end-user to write the name of his manager as text we need like requester details to take correct name form active directory . then after write the manager name the system sent approval request to that name selected in the "manager name "field.
Field and Form Rules not sufficient
Good day, I have set up a service catalog. One of the services is providing compute infrastructure for the new user. In our organisation, each company and department procures their own hardware so part of the service request form is a question that asks the manager to specify whether he has an existing computer available or if IT should procure a new computer on his behalf that meets the minimum system specification. Should the manager indicate that he has a computer, he must specify who the current
Requester Conversations: Reply button on ALL entries
Our primary method of communication with our colleagues on an open ticket is via email, through ME SDP. If we've emailed the colleague requesting information and then need to follow them up as they are yet to response, the last email in the Request Conversation is ours. The only option on these emails is to 'Forward' which just reopens the previous email sent to be edited and resent. Any recipients need to be manaully re-added. It would be ideal if there was also a 'Reply' option on the email
Reference Custom Fields
I have a strong need for reference based custom fields. On many tickets that have some development type workflows we need to assign not only an overall technician, but also a QA, UAT, and developer roles. It is not practical to maintain a custom drop down list when I have hundreds of technicians and several thousand employees- any of which could be a UAT tester. I really require the ability to validate a custom field value against data in an existing table -- like requesters or technicians so we
Formatting of Excel Reports
Is it possible to change the format of the excel reports - font, background etc? We automate several reports via a schedule so it is not feasible to generate the report, format and then redistribute, we would ideally like to format the report within Service Desk.
Hide Solutions tab for Requesters - 40269
Hi, Some of our customers wants hide Solutions tab for Requester and make Solutions available only for Technicians. Feature to hide selected entries is not sufficient and demand some efforts to configure it.
How to increase the survey rate
Hi, All, After close the tickets, system will send a survey to users ask them submit the feedback, but fewer users submitted, about 16%, I want to increase the survey rate, any suggestion about this? I know which tickets have not been submit the survey, but I don't know how to re-send the survey link to users, I think many users are missed the survey, need remind them once more.
Junk Notification Filter - feature request
Hi All, We receive newsletters and do not want ServiceDesk to answer about what request has been recieved. But same requester can sent to us technical incident. How can we add to filter some additional criteria like "description", "To"? Thank You.
Bulk select requests and print them as individual pages SDF-23235
We submitted a feature request for a bulk select and print for the requests each as individual pages, as if you did them one at a time from Print Preview. Our technicians move a lot of equipment, and print them individually then tag the devices with the request information on it, then it s passed around techs as well as locations. It is very time consuming to print each one individually. This would be a great time saver for us. Please vote up if it would help your organization too!
Login Security, Captcha and Anti-Hammering
Hi, I was wondering where/when/if there are any options in SDP to prevent brute forcing a users login. If we have AD authentication enabled and if we expose our SDP instance to the Internet, then a) people on the internet know our Windows domain names, b) they can use a script to brute force logins - which may also lock the legitimate account. I haven't seen any anti-hammering option in SDP (i.e. stand down/delay login attempt after x failed login attempts) or Captcha/reCaptcha option, so how do
Massive close os requests
Hi, i need to close arround 70.000 tickets in SDP version 9, but I need a solution to close them massivelly, and could not stay selecting one by one. How can i do it? It's urgent...
Why can site field not be made mandatory
Hello; We have hundreds of sites that we support in our business. Within these are many transient workers. Therefore the site that gets in touch is vital information, the requestor less so. However, unlike almost every other field in the incident request template, I cannot make Site mandatory. Why? Regards Alistair
How to deactivate requester.
Hi! Would like to ask on how can i deactivate requester in service desk plus? Current option is that "Delete" and it's not applicable to us since i still need their previous issues/request for reference. Appreciate feedback. Thanks, Donnie
Requester Account Management
Hi! Is it possible po add "deactivated" feature in requesters/user account management? Available option is that "delete" only. Appreciate response. Thanks, Donnie
Assets
There are many weird quirks in the asset management. The biggest thing is the auto-discovery overrides entered data. There needs to be a way for the administrator to override without excluding. Products - Auto discover overrides the product name. A good solution would be allow admin to setup products that use a scanned product name. i.e. Admin sets up a Laptop called Thinkpad 530. Assigns this to all products that scan as Thinkpad 530, Thinkpad 530c, Thinkpad 530 (9249), etc. Access Points
User Account Management
Good Day! I would like to propose an idea with regards on the requester/user account management. The scenario is that, there's this employee that so happen to be no longer connected in our company and we need to deactivate all of his/her system access without compromising those previous requests made. Unfortunately, unlike any other of our applications. SDP doesn't have the feature to "DISABLE/ DEACTIVATE" user access. What is available in here is "DELETE" which is not applicable to us. Appreciate
Request approvers - need another option
When sending a request for approvals, sometimes the wrong approver is selected. The wrong approver DENIES the request and then the request is useless. We have to recreate the original request and send for approvals again. Is there a way to delete the approver who denied the request and have the ticket status updated to awaiting approval? Or can we get another option other than Approved or Rejected? A good option might be "Not My Accountability" or something along those lines... Regards,
SD+ notifications
Hi, In the requester notifications for updates is there a way to include all fields that are updated by technician? Thanks, Amol
Is it possible to add an attachment in the solution box of the ticket?
An employee was wondering why there was no option to add an attachment in the solution box of the ticket. I was searching this in the ServiceDesk for a while, without any results.. Can you guys help me futher? Kind Regards, Litmar van der Horst
Configure which Requester fields shown in Request details
Just because there may be 20 custom fields in the Requester details, not all may be desirable to display in a request. You may want to document the "Requester SSN", but not need that information displayed in a request details page.
Further cusomizations of the Tasks
I want to be able to send a task to our asset management team to request assets(laptop, desktop, etc.). I want to be able to add a custom field(dropdown or other) that I can put in what is being requested. Is there a way to do this within a task?
Technician Auto Assigned when login
I want that in case a technician is logged out from service desk manage engine plus, the request will not assigned to him/her. but if he is available and signed in to the web portal then the auto assign feature will work. means the auto assign feature will not implement on a signed off technician. Is there any solution for this issue.????
Notification to Requester when Technician changes
Can you please tell me if their is a way to notify the requester of a ticket when the technician assigned changes, your current notification rule called "Notify requester when a request is assigned to a technician" only works once and never again. If the technician changes more than once the requester never gets notitfied about this.
Backup Technician Customization
I know I'm not alone when I say it would be great if we could have a little more control of how the backup technician actually determines ticket assignments. Even though due by date is an important metric, I think all of us would agree if the ticket can be resolved same day, it should be. It would be nice to have the option to have the backup technician be assigned tickets by date created rather than the due by date. That way the technician on leave would not still get tickets assigned to them
Feature Request
Hi, Just like we can assign technicians and teams to requests. I would like to assign templates to multiple requests. Thanks.
Proxy settins - new request
Hi could you please extend field named "port" to 5 characters, In our proxy we are using ports 10089, but it's not possible to put this port in proxy settings. Field accept only 4 numbers
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