AD authentication in FIREFOX .
Hi Team, We are using service desk plus (9.2 Build 9223) for our ITIL process ,Authenticate using AD via IE .Let me know is it possible authenticate service desk in firefox by AD authentication without using plugin ,scripts and GP.Is it possible your team customize the authentication, Work on both browsers . Regard's Chandramouli.P
Custom icon field
Hi. I've had a request from one of our internal used to be able to have a custom field on a incident that is of type icon. This would appear much as the email status field does where a red/green open/closed envelope is shown to indicate if there are messages and that they have been read. Users should be able to select icons from a library that can be attached to the status along with importing custom icons and descriptive text
Approval based on count
It would be great if there is an option when creating a request/incident form when you need an approval that you can set a counter. Meaning if you need 3 approvals out of 4/5 depending on your list of approvers. Example: Request=Access to Folder Notification to approvers= 6 in the list Approval Counter=3 The moment when there is 3 people that have approved the request, it must be marked as approved.
How to implement SDP SSO using CAS?
One customer has many business management systems that using CAS(Central Authentication Server - http://www.jasig.org/cas ) provide the SSO function. So they also want integrate our SDP implement SSO using the CAS. Is it possible? If yes, how to do? BTW, have you any plan to support the CAS SSO (besides the AD NTLM SSO)?
Helpdesk system not auto merge request by ID
hi all , Please help me this case : my helpdesk system version 8.0 - When user send mail to support@abc.com , it auto create a ticket on system (good) and send mail notify to technician with email have ID ticket (example : ID 1234 ) on subject . But when technician reply email (re: ....ID 1234) , it not auto merge to old ticket (ID 1234) , it create new one (ID 1235). Please help, Thanks Tom
PO Invoice Details: Add Invoice Amount to details
Along with Invoice ID, Received Date, Payment Due Date, and Created by, it would really helpful if you could add Invoice Amount as a display column. Thanks, Adam
Business Rules or Service Level Agreements needs more criteria choices
I need to be able to put a limit on how long a status can be 'onhold' before someone is notified. Also, if an Approval has been over 7 days in the waiting queue - someone needs to be notified of this status. How can we add these items to the Criteria?
SLA Operational Hour to be less than 1 hour (30 mins)
Dear Support, When it's expected to have the feature so we can choose SLA time less than 1 hour (e.g. 30 mins). Regards, Basem
please integrate wechat in SDP
Hi, team In China, almost helpdesk vendors had integrated the WeChat, that allow user/technician to arise request, make comment, reply request as comment, publish a solution, etc.. Please analysis this feature request, and make a plan to implement this. (At least, to allow arise request using WeChat). Thanks & Regards,
Desktop Application for SD plus
The company I am working for is using your ServiceDesk plus software. However, I am having intermittent issues (timeouts) when connecting to the web application portal of your software which was hosted in my company network. I am very curious if you guys have a desktop application that I can use so that I won't have to use the chrome browser as it is always going on to timeout. By the way, I am connecting to my company network via VPN, and I am working remotely most of the time.
Email Headers and Spoofing
I would like to request a new feature to allow technicians to view the headers (fully body) of any incoming email. We have had an issue with spam coming in with emails spoofing our domain and I would like to find where they originate. This is an article (https://mediatemple.net/community/products/dv/204643950/understanding-an-email-header) explaining the different components and I think it would be valuable to include some of these elements in email ingestion rules. Thanks, AW
SMS Pulling
Is it possible to pull the support requests registered through SMS ? If yes how and up to what can be configured ? Thank you
CMDB Attributes with Atrributes
ME, We are moving more and more processes into our automation tools. What I am talking about is highlighted below: What I am trying to solve for is what is listed below: I have many containers in an xml config file. Each Container has one or more attributes. Container <name>TMOBridge_Container</name> <serialized>False</serialized> <connection_type>DB_ONLY</connection_type> <restart_on_date_rollover>true</restart_on_date_rollover> <message_loop_class> services.WTMOBridge.TMOTBridge.TMOABridge
Projects Templates
Add the ability to create templates for Milestones and Projects
Integration with Non ME product
Dear Support team, Can i integrate HP Service Manager 9.4 with ManageEngine ServiceDesk Plus? If this possible please give me integration instructions.
Response SLA for Service Requests
We are well into a discussion of SLA response times and getting buy in from the client and their users, and I have recently realized that although SLAs for Incidents can have response SLA as well as resolve SLA's, for some very strange reason I don't understand at all, Service Requests do not have response SLA's, only Resolve SLA's. It strikes me as completely unreasonable that we would want to track response times on incidents but not on service requests, so this difference between the function
Technician to Requester Toggle
I'd like to submit an idea for a feature request. Create a toggle button for a technician to change their view so that the screen appears as a requester. The same toggle would take them back to requester. This would be helpful in writing documentation for training as well as helping some less computer literate users walk through submitting requests, etc. As technicians we never see the end user portal, and this would help us help our customers in my opinion.
Convert Service Requests to Incidents?
Hello, I like the new feature where we can convert incidents to a service request template. It would be great if we could convert a service request onto an incident template. I know we can manually edit the request type, but we have an issue where unless the request is on an incident template, we cannot associate the request to a problem record. Many thanks, Frank
SDP Additional Features
Hi, We would like to request the following features on service desk plus : Technician Administration Module/Tab · Leave Administration with approval and rejection workflows · Section’s Processes, Policies & Procedures document database with version control · Internal Purchase request for internal purchases in the organization Additional Functions · Attachment option when approving · Mandatory Resource fields in workflow of service request · Ability
Timer stat for ticket creation
One of the challenges we have is to determine how long a Help Desk Rep is on a phone call. We wind up having to pull phone logs, then attempt to pair them with the tickets. I really like the new worklog timer feature, but it only works within an already created ticket. A nice feature would be a setting in Admin that allows a timer to record the time a ticket is initially created, to the time it is saved\submitted. The feature would automatically insert that into the worklog. This would allow
set the category of request on one default category for a group of requester and technesian
hi dears we have one requester who is very careless and always chose the wrong category for his request. this will cause problem when we want to get report. is there any solution to fix the category for him and his group in our manage engage. best regards
How to rename approval status "Approved" and "Denied"?
Hello. I'd like to rename status "Approved" and "Denied".
Updated HTML Remote Control for ServiceDesk Plus
I have been advised that there is an update coming to the Remote Control within ServiceDesk Plus under Feature ID: SDF-63026. Can anyone tell me when this feature due for release? Is the HTML Remote Control the same as the one included with Desktop Central. The one with Desktop Central is absolutely brilliant, compared to the one in ServiceDesk Plus which is very poor. Many thanks Barry
Closure codes linked to ticket status of resolved
HI as the closure category only appears as a pop up when a tech moves the ticket to closed, ideally it should be from the resolved status. So when we have the setting move tickets to closed after 24 hours form resolved these automatically closed tickets will not have a closure/resolution category. At least if my techs are moving from acknowledged for example to resolved that they are then presented with the closure category it will be captured/selected. Currently it only pops up if a tech goes directly
Additional E-Mail Addresses on Requesters
Our requesters have several e-mail addresses that they could submit requests from via the e-mail system. It would be nice if we could add a couple more e-mail addresses to their profile so the system would know it's them when they are submitting requests.
how to assign Request or problem to one more than technician
how to assign Request or problem to one more than technician
Additional custom fields
Hello, More and more support teams are starting to use SDP. Because of that we are running short of additional custom fields for incidents. Is there a way to breach the limit of 24 character / 8 numeric / 8 date-time / 8 decimal fields? For service requests, we managed to have a work-around by setting up more service categories than initially planned (since every service category has its own set of additional fields) but the inconvenience is that we need to configure some fields multiple times (since
Suggested Solutions for New Requests
Is it possible for solutions to also auto populate when a new request is being created. This would be done based off the Solutions "Keywords" and "User Groups'. Service Desk could look at the subject and description fields of the new request for any keywords that match a solution and offer the user the Solutions Title as a recommended fix before they complete or submit their ticket. -- Zacc
Feature Request: First Response SLA and Timers added to Service Requests
It's important for us to be able to measure the time to pick up a ticket, regardless of whether it is a service request or whether it is an incident. May we please have a feature request to have the same SLA definitions, timers, and reporting on First Response for service requests as we do for incidents? Thank you, Adam
Organize Request Filters
I noticed on the mobile app that you can adjust/remove request filters. Why is this not available from the web client?
Catagory / SubCategory display to requester option
Want ability to hide certain categories to requesters (only visible to Techs/admins). For example, would not want requesters having the ability to create a new request and set it for the "Security / Firewall Down" category/subcategory. The users are not in a position or qualified to judge if the firewall is actually DOWN, etc. Not all categories and subcategories need be visible to the end users. Techs need a robust hierarchy of categories to properly document issues - but the ability to hide all
Ticket Age and Idle Time
It would be great to be able to see the age and idle time of a ticket within ME SDP. Age = Days since created date Idle = Days since last update To get this I currently need to export the data into excel to calculate it using '=today()-cell-refernece'. The created and last modified dates are of course useful but does not have the same impact as the raw number.
Closing multiple requests with one main request closure, is it possible?
Hi! I use to have different ticked managing system, there was a functionality to relate requests to a single main request, then main request can be forwarded to the support and all related requests can be closed with this request closure. This is a good feature to have in case there are many users reporting the same issue. For example coffee machine is down on floor 4, and all the users located there will report the issue. It's convenient to close all problems at once when machine is fixed, sending
Table of User defined
Hi Support, May I know what is the table consist of User Defined in accident template ? I want to insert it from other database.... Thanks Diyanto
Announcements area improvements
The Announcements area needs improvement: Limit announcement description to the subject line. Currently the announcement area displays the subject line and a long run-on of the first part of the description before it cuts off. (see attached screenshot). The only thing I see needed in the Announcement list area is the announcement title. Beyond that, the hover preview will take care of providing additional detail should the user need to view it. Create hover preview of announcement without having
Move and Duplicate Tasks between Modules
Has anyone else wanted to see the ability to move a task around between modules? Example: You're working on a request, and as you work you find that it is a bigger effort than initially thought. So, you want to begin working this as a project. You can currently link the project to the request, but to see or manage those tasks, you have to click on Requests, then tasks and manage them at the request level. You can't link them to milestones. Request Task: The tasks on the project and the request
Notifications
When an Incident is created we have the option to decide who in a group gets notified. I do see that this is the same when a Task is assigned to the group. Is that correct? I have to uncheck notify group when Task assigned to group since not all Technicians be working off of task. If this is not an option can it be added in future releases?
Solutions - MP4 Support
Hello, Are there an plans to be able to include MP4 videos in a Solution? Or can you currently do it and I've missed this completely? Many thanks, Lisa Build 9118
PO Module>Function to Receive Invoices
Add Invoice As designed, the Add Invoice action allows one to record the Invoice ID, Received Date, Due Date, Comments, notification to a technician. Invoice Received As desgined, the Invoice Received action allows one to send a notification and move the PO status to Invoice Received. Often, we'll have one invoice per PO, and it would be great to have the option to perform both in one step: Record and attach the invoice and change the status to Invoice Received. It doesn't sound like much, but shaving
How to restrict particular Assets for a few technicians ?
My organization does not have a dedicated team for all assets. There is a different team that looks after Routers and Switches and a different one that looks after Workstations and Printers. The Assets tab must be available to both teams however I want the first team to be able to look at only the Routers and Switches and work on them and the second team to be able to only look and work with the Workstations and Printers. Currently i can only find a comprehensive option of either enabling or disabling
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