Configurable/Designable Job Sheet
Hi, We work in an environment where at certain points of the year we can have up to 80 people drop on us in a support team of just 4 in the space of a morning. In order to try and make things as easy as possible we have started to ask that they get in touch with us before they arrive to create cases and allocate areas for the equipment to be worked on. I'm trying to work out if there is a way to create/design a job sheet that we can easily print out so we can have the job sheet with all our equipment
ServiceDesk Plus should provide “Technician search” feature to assign a technician faster
Hi team, In the "Request/Problem/Change" module, SDP provide a Drop-down box to select a technician like following: But, if the number of technician is more than 20, it will difficult for choose the target technician from the drop-down box. (actually our customer has over 60 technicians). As you known, the browser provide a search feature to locate the Technician Name by enter the first character. But unfortunately, it DOES NOT support for non-English (like Chinese). So at here, we suggestion that,
Creating a view for other technicians
I am managing the Service Desk and need to setup a view for each technician. I want to quickly look at each techs open requests with just a click. thanks, -Sean
Customize "My Summary" for Technicians
Since technicians can also be requestors, the My Summary window on the technician home page should be customizable to add entries like My Pending Requests and other entries like the requestor home page has. For features not being used, there should also be the ability to remove those from the My Summary windows as well.
Label Approval Stages
We do some development work that processes through ServiceDesk and I have been asked to label the approval stages so we specifically know what the approval was for: -- ie UAT, QA, etc
HTML5 instead of Adobe Flash
I'm curious if Manage Engine would give some thought to moving away from the use of Adobe's Flash platform and consider using HTML5 instead. Flash seems to have more security incidents by the day and I continue to look for ways to minimize my company's exposure to it. Not to mention we would like to be able to view SDP on hardware that will never, ever support Flash.
Requests - Sort / Group by
I would like the ability to Group tickets/incidents by who it's assigned to and Sort by the status/due date/. I think it would help organize the requests view.
Business Rule Template
I have a business rule template to notify certain parties when an Executive member puts in a request. The current Template is limited to only certain fields It was requested to have more fields available to be selected which are available in the normal Notification Templates for Technician notifications the fields are Request Status Site Because we don't have a mobile version, this information is vital when a request is sent via e-mail. I am currently using 32 bit Version; 9.2 Build 9200
Task enhancements
Is there any news on the enhancement request SDF-30233 as I am looking for that functionality and can't see any update since 2011 at https://forums.manageengine.com/topic/task-enhancements
Can i customize 'quick create' menu in Service Desk Plus?
Can i customize 'quick create' menu in Service Desk Plus? I'd like to add the "Technician" assignment and "Category" to the Quick Create menu. Thanks!
Ask Question of Requester for Satisfied of Request Completed
Hi Dears I need a satisfy step for asking requester about the request. is he/she satisfied from the completed request?if no the request status has to change to continue from complete .how i can do it? I need to send a "Has requester acknowledged the resolution?" to requester instead of technician. Best Regards
keeping the Task Filters settings separate
Is there anyway to keep the Task Filters settings (All Tasks, pending tasks etc) separate when looking at the general Home> Show all tasks -Task Details View and the Request > Task Tab > Task Details view in a request. When you select a Task Filter in either view it changes it for the other view.
Change Management - Priority Matrix
There is a Priority Matrix for Help Desk and you can even disable to override this matrix when registering a new incident. Why there is no the same feature for a Change Management?
Ability to attached image into an Announcement.
It would be great if we were able to attached/past and image into the Announcements in Service Desk Plus. This would allow users to not only see the text of the announcement but also provide the visual of the issue which they might see. This could greatly help in mitigating tickets being put in for issues which announcements are posted for. It would provide a clear view of what they would see.
Field / Form Rules
Request for conditions on open text and date picker fields. Is empty Is Not Empty these fields do not have a "not specified" option and these conditions would allow me to use them as if they did
VIP Assets
Hi, do you have an option to specific some of assets as VIP , any request open form that select assets will change the request priority from normal to high automatically. Thank you
REST API Assets module?
Hi guys, Any information on the Asset module being used through the REST API? Looks like it maybe hasn't been added yet. If not, there are two specific situations at the moment I'm trying to use it for: 1. Scripting in the automation of Active Directory groups based on Asset details. Specifically we have some 'quiet room' workstations that get pulled and deployed regularly, I want the helpdesk to be able to update the details in SDP and I can periodically run a script to update an AD group for policies
Import from Active Directory
Hello, I do have some questions or maybe ideas to the Import from Active Directory feature. - Is it possible to specify a base OU for the user search (or maybe multiple OU's)? - The EmployeeID Field; Does it update automaticaly when changed? Or does it update at all from the EmployeeID field from AD? - Does the feature delete requesters that are deleted in ActiveDirectory, or are they just not updated anymore? - What happens to Assets that are assigned to a requester, that will then be deleted?
Filter for Tasks: Unassigned Pending - My Group Tasks
Hi folks, I'd like to request a task filter that has "Unassigned Pending - My Group Tasks" Thanks, Adam
Preventive Maintenance Tasks
I am updating some maintenance tasks and need them to occur on the 2nd Thursday of the month, but there is no option for this type of selection. It would be nice to have this feature added as soon as possible because the current method of only being able to select the day of the month, is causing some issues with missing deadlines for ticketing activities and maintenance of our systems. It should not be difficult of take a long time to implementing this type of selection process. Thank you,
Tasks based on criteria
We would like to see tasks get triggered by criteria. For example if the value of Item = "New Hire" trigger Task 1 2 and 3 automatically. Or example 2, if software template is used and the requester picks "MS Visio" from a picklist then trigger "purchase Visio license" task.
Business rules set mode
We would like to be able to set the mode by business rule. We use multiple different monitoring tools that trigger events by email, and the logic of the tool automatically sets the mode to email. We would actually like to have the mode set to threshold alert or monitoring event. Same with API data inbound to SDP, doesn't identify the ticket as API as the source of the ticket
Roadmap suggestion for feature thats currently in Design
For the feature "Users deleted in AD will be automatically deleted in SDP (based on configuration)" I think this is a good feature however I think there is another level of configuration that would be desirable.. I would like to see this configured so a field is added to the user table where they can be marked as "Active" or "Disabled" Reasons: 1) We have to retain accounts in emails for an extended length of time after someone exits our organization. It would be nice to know the account is disabled
setting order for display of Incident templates.
Hi - ability to sort Incident templates, would be good to move them around somehow. I can't work out how to do it, so if there is a way at present, let me know
List Default template with other Incident Templates in Request Catalog
Background We're using SDP 9.2 Standard (so no Service Catalog) We have a few different Inicident Templates, some of which are visible to Requesters We do not disable the "Default Template" for users, and 99% of our requests use this template Usability Issue When a Requestor clicks the big "Submit your request" button on their homepage: They are presented with the "Request Catalog / Template Categories" screen: The problem here is that most of them miss the "New Request" button as their instinct
Add "My approved requests" in Reqest Module
Hi, The approvers want to see the requests that they have approved in request module. But I only find "Requests Pending My Approval" in the pick list, and I fail to create a new customer view without any key about approver. Could you help us?
Purchase Order Idea - Received Items Suggestion
Can we get a tick box added to the receiving items pop-up box that will give us the option to either add or not add an item to the asset database? Pretty please?
Technician Auto Assign in Selective Incident Templates
Hi Dears I want to use Auto Assign in the SDP but no whole of the sdp. some forms has their own technicians and for some other i want to choose auto assign technicians.At the moment auto assign option is 0/1 in the sdp. how i can use it selectively for incident templates? So Thanx
Purchase Order Main screen - New Column
I would like to see a column added to indicate if a request has been associated with a PO without actually having to go into and open each PO.
Requester close a Request.
Hi, It would be good if a requester can close their own request. If the problem is resolved on its own or they have figured it out.
Where to find info on SDF-#s and SD-#s?
I'm working through a test plan for upgrading our system to the current version and I like to look at the original issue in the forum where an item was reported. I can't always find it, so I looked here: https://creator.zoho.com/servicedeskplus/sdp-known-issues/# It seems that many items aren't on this list. Especially a lot of requests we have pending for our company. Does anyone know where to find a status update on Feature/Issue requests? Thank you! SDF-46506 The feature to automatically close
Edit Functions in Technicians Roles
Hi, Is there a way to disable the edit function that you can change everything including the description of the request while keeping the function of merge request, stop timer and assigning technicians. Basically we don't want the technician to has access to change the details of the request except when they need to put it on hold, merge or assigning to different technicians. Whenever I enable these functions it allows the request to be edited to the point of everything can be change. Thanks
Requester User Groups
Hi Dears Is there any way to set a combo box to be shown for requesters to list which User Groups he/she is assigned? now i have to search that user in my all user groups to edit/add/delete his/her. Thanx a lot
Paste should be allowed when changing password
Hi folks, On the AD change password page, you really should allow users to paste in a password. With this, users can use a good random password management tool to generate a strong password. Without this, user's are more likely to type in easy/weak passwords. At the very least, this should be a configurable option for administrators. The fact is, I know of no other site that disables copy and paste for password changes: not Google, not Microsoft, not Amazon, etc. Thanks, Mark
Re-scheduling tasks and dependencies
Hello guys, ‘I'm using the projects module in Servicedesk Plus. I’ve created a project and some milestone with associated tasks. I entered several dependencies between tasks. I’ve inserted the date planned and actual start and end dates in the main task. Rescheduling the primary task I expected that SD automatically rescheduled the dependent tasks. Instead they remain with the same scheduling. There's a way to get an automatic re-scheduling by SD or I have to change all the dependent task planned
Requestor History - Add Workstation Log On Log
When looking at an individual Requester, on the History tab, please add a section showing network login history including the workstation (NetBIOS name) of the computer logged into. Attached is a screen shot of a program that we have that does this already. Thank you! Leslie Myers
Ability to enter Tax in a Purchase Order as a flat amount rather than a percentage
Purchase Order Module We have to ship to many different states, and the tax laws vary according to state. Some items are taxed while others aren't. The means that we have to play with the tax percentage in order to get the total to be correct. It's very time consuming and ultimately causes the PO to mistate the percentage of tax. How about letting us type in the taxed amount rather than being forced to use a percentage? Thanks, Adam
custom script for field and form rules
dear all, I want to have a custom script which will support me to run whenever technicians change status of the filed Status to something that I predefined. it will run the scipt to pop-up add note windows and this windows will madatory to force technicians input information before they can change to status they want. can you help me out with this idea ? thank you ! Brgds, Tai
Save a Purchase Order as a Draft
Often we'll start a purchase order only to find out we need additional information. It would be helpful to be able to save a draft of a purchase order so we can leave the screen and come back to it later.
Default Purchase Order Item Quantities to 1
When an item is added to a purchase order, the default value is zero. How about using a default value of one instead? This would save some of us quite a bit of time. Thanks for the consideration, Adam
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