E-mail the Requester for notes addition - email notifications
I know you can set notes to be Public or Private, but is there a way to configure email notifications to inform the Requester a new note has been added to their ticket? I was under the impression the, "Acknowledge Requester by Email when the request is updated", but this does not appear to be the case. This "Updated" email only applies to when the request is edited. The addition of notes does not count as an "update". I'm thinking a feature request to "Acknowledge Requester by Email when public notes
Defining a more sophistocated Purchasing Approval Model
I would like to be able to automate my purchasing approvals process so that when a user makes a request, I can immediately send it to the right person who can approval the expenditure. That person is usually not the person they report to, as this happens at a higher level in my organization. What are my options here? Ideally, I'd like to be able to assign the Financial Approver (PO Approver) for each user. Is that an option? Thanks, Adam
Annoying popup when selecting 'Complete' of helpdesk request.
Since upgradinging from 9.2 Build 9210 to 9.2 Build 9213 there is now an annoying popup whenever you select Complete. Mandatory fields for Closing Request Request cannot be completed. Please fill the following fields - -> Category -> Technician I know that these fields need to be filled in but in previous releases, you got a message in red AFTER clicking Update request. Now the flow of the form is broken, you have to go down and fill in the category and technician and then go back to the top and
Change Site Assigned to the Support Group
Hi Dears Is there any way to change the site of the Support Group?!!! for some reason i have to change a site of group but i dont want to recreate the group and i have to use this group. how i can do this?? thanx
Edit mode directly when clicked on system tickets
Hi all, Is it possible that Edit mode appears directly when the technician clicks on the tickets which has the mode as "Email or Web Form" ? The reason is that all these tickets are generated with a ticket number whenever an email is fetched or sent via web-form. But when the technician clicks on it, the ticket is opened with the message from the user without any proper classification of the ticket and we have to click manually on "EDIT" again to modify the changes and then save it again. Instead
ServiceDesk Plus Technicians and Users
So I constantly have users talking to me about portal improvements, etc. The problem is, I have to create a test user to see a portal. Can a button or something be created where I can switch my SD view from technician to end user? Does it exist already?
how to customize Resolution Template with available Fields
Need to know on How to customize Resolution Template with available Fields, these fields are available for selection in Reply Template but not in Resolution Template.
Task Owner are not notified when there is a reply from the requester on the ticket
Dear Support Team, I have noticed that if the task owner is different from the ticket owner only the ticket owner will be notified when there is a reply from the requester. but not the task owner. we need an option to notify also all the task owner if there is a reply from requester. and an option to view all notification in the notification bell. and a marking if you already read the notification or not.
SLA Status Filter
Hi Dears I need to set SLA on the requests of the specific groups that have a specific status.In my group, technicians have to change request status to custom status but it is not done or end so the SLA will set on that request while the SLA is not violent and the first answer is set for the request How I can set status filter for requests in sla? Thanx
Variable operational hours for help desk during weekend work days
Our help desk operational hours are reduced during weekend working days (similar to adventnet help desk coverage). However in the Configuration Wizard of SDP, I am unable to configure different operational hours for friday, saturday and sunday.
Assign Technicians to tickets based on time of entering technicians to the office
Hi Dears in my transport department i need to assign tickets to my drivers based on time of they enter to the office and when they go out for the service they have to delete automatically from the technicians list and when they come back they have to added at the end of the list of technicians. I have about 100 technician at all but every they just about 50 of them will come to office and i want to check them with the time of entering.after they come back from the service the time of closing their
REST API-How to hangup a request
i create a requesttemplate have 4 status ,one of status is hangup i try to editing status of the request ,but the response is <operation name="EDIT_REQUEST"><result><status>Failed</status><message>Error when editing request details - Exception while updating Workorder. null</message></result></operation>
Link ticket to Purchase Order
If a user requests a new asset via Helpdesk ticket, and a purchase order needs to be submitted for that new asset to be approved/purchased, it would be very helpful if a purchase order could be 'linked' to a helpdesk ticket allowing the original requester to see the status of the purchase order. This way we could refer them to their ticket for status updates as to whether or not an item has been approved, if it has been ordered, and so on.
Up-Vote on SDF-41402 ---- HTML Editor for Notification templates allow source edit.
Hi - Asking for up-votes on Feature SDF-41402, which will allow HTML source editing for notification templates. We send out email notifications and they are butt-ugly using the SDP editor. The email generator has a style that fixes the font and size and eliminates paragraph spacing. If we can edit HTML, we can put in our own STYLE tags and make notifications that are far more professional. Right now, we have to edit the HTML elsewhere and use SQL to update the tables with the notification, and
Notification Rules
If a work order is assigned to a group and technician at the same time, is there a way to disable the group notification messages?
Vendor Merge
In the Admin/ Asset Management/ Vendor section, a vendor merge option would be great. I have run into a few duplicates that are being used by modules, being able to merge them would be a great option to have. Thank you, Darran
[Requests, problem, changes] - Can not Locate the CIs exactly
1. A asset which installed many softwares, if one or two software have a change, especially during evaluating risk, how to locate to the CIs exactly? 2. For problem, how to locate to the CIs exactly when technician analyze the reasons ? I konw servicedesk-plus must have solutions for these case. But only position to assets should not be a solution for these case. Could share your desgin, thinking or solution?
Feature Enhancement Request for 'User Survey’
1. Could we pop up 'User Survey', when requester is closeing a request, and also can set it enable or disable ? 2. Could we add a alone ‘User Survey’ module as a Feature Enhancement, not only bundled with requests. And we can send 'User Survey’ to users when we want.
Automatic Assignment Request for Technicians Rotating
Dear Community Consult the following aspect, we need to configure the automatic assignment of requests in the solution recepcionadas, for technicians who belong to a team of help desk support,which within a month they serve on a rotating basis requests; that is, everybody does everything or attend various categories of requests. The consultation is, as I can set up automatic assignment for this type of help desk team ???, exemplifying: Team Help Desk (Technician1, Technician2, Technician3 and Technician4)
Barcode Generator: Enhancements
SDF-62433 : Barcode Generation for assets. This initial version contains an option to add assets (bulk) by scanning the vendor barcodes, ability to generate and print new barcode labels, associate barcode with the existing assets. This feature is available under Assets -> Barcode section. We've been testing this new 9207 release feature and have a few suggestions and comments: - add more text formatting options - add additional fields We ran into issues when printing. We're not sure if it's our printer
Editing Closed POs in ServiceDesk
Good day, I was wondering if it was possible to edit Closed Purchase Orders in ServiceDesk? We have an instance where we received something, closed the PO and then needed to send it back. We would like to have something, OTHER than an attachment, that reflects the return. Thank you, Darran
When a request was closed, linked request should auto be closed too.
When a request was closed, linked request should auto be closed too.
Feature Request - Reminders on Dashboard
I'd like to request the ability to see Reminders on the Dashboard instead of having to go through: Quick Actions -> My Reminders Current location is very obscure and these should be treated with some importance.
[ 'requests' and 'changes] - Need REST API for Approvals (add, delete and modify Approvals, etc.)
For 'requests' and 'changes, need REST API for Approvals (add, delete and modify Approvals, etc.)
Once APM and OPM discover devices or applications, can synchronize to SDP ?
After Integrated SDP with APM and OPM, once APM and OPM discover devices or applications, can synchronize to SDP ?
Question: Can we only import specific users from AD, that are all inside the same OU?
We have merged with a company containing over 100,000 employees. We need to continue using servicedesk, but only for our original 1200 employees. With this new merger, we can no longer target an OU and import only the 1200 users. All employees are in the root of "users" An SD import would bring in all 100,000 employees at this time, and there is no way to get the 1200 users into a separate OU in this company. Is there any way I can specifically target the 1200 users, and import them? (By AD security
Allow CAB 'Approval' access for changes
By definition which in the image from ServiceDesk Enterprise contradicts itself, the CAB should be and in our use needs Approval ability for change. However the default setting is no approval and no option to check it. How can I enable this?
Use mobile app or 'WeChat Subscription' scan assets ‘bar code’ or 'QR code' to get assets details and status , and raise problem or tickets.
Could you add following features? Workers can use mobile app or 'WeChat Subscription' to scan ‘bar code’ or 'QR code' to get assets details and status (use 'QR code' can get more details), and raise problem or tickets.
Feature Enhancement Request for 'Technician’
For each corporation, 'Technician’ feature(moudle) is their key bussiness. So, please do more enhancements for this moudle in following points: 1. Enhancement reports to graph Reports. 2. Add more Canned Reports, such as: a. Generate reports for the waste time of every technician in all tickets with total length of the procession request, also include the helpdesk pass ticket to first line technician and the first line technician pass the ticket to second line, they want to calculate each stage
Adding a a new field type to Service/Incident Requests
I'd like to propose the option of having a label field type for the purpose of conveying information to the requester. This would be similar to a Text Box but would not allow the user to input data. Example: Above the "Call back number field" "Please ensure the person listed as the contact is available between 08:00 and 17:00." Above the "Select Approvers" field: "Please select an approver if you are not the budget owner." It would also be useful to have this under resources. Many thanks, Adam
problem managment
Hi why when i close a problem in problem tab the associated incident in incident tab will stay open ? in the other hand would explain the relationship between problem and incident tab in manage engine. i will appreciate your help in advance. regards
Dashboard Customization
Hi There, I love your Service Desk product and am very happy thus far. I am finding it difficult to work with the Dashboard unfortunately. Some widgets that are there are not needed in our environment and I would like to reposition some of them. It would be great if this is a feature that could be considered. Kedep well.
how to reply to requester under inside to description box
Hi i want the requester see my answer under the description box in new incident instead of the replying via email to them. is there any option for this.
How to send email about what (fields and/or replies) was updated in the ticket with before and after value?
How to send email about what (fields and/or replies) was updated in the ticket with before and after value? We have Business Rules setup for higher management for critical tickets. Currently they are alerted whenever a critical ticket is created or edited multiple times but they find these alerts as not useful because they do not know what was being edited, they only know that it is being edited. We do not expect them to go to the ticket to see what was changed, it is expected that they see what
Streamlining Standard Changes
Ensuring all changes are captured can be a challenge to many organizations. One of the ways to overcome this is to make the process as painless as possible. We'd like to have the ability for Technicians to mark a Request or Task as a Standard Change without the need to create a formal Change ticket or cycle through the Change stages. There could be a button under a Request or Task to mark the ticket as a Standard Change. This would seamlessly create a Standard Change ticket without the need for
Limit the End-User Portal to view ONLY a company created Service Catalog
Our company, like many others I'm sure, is loaded with computer challenged users. Having a way of ONLY allowing end users to see the Service Catalog we set up would be a benefit to not only our IT staff, but the end user as well, by limiting their interaction needed to get to the Service Catalog. If it could be the only thing they see when they click Requests, it would save us having to sort through Default Incident requests created (Despite training after training) by people who don't know they
Attaching Multiple Incident Tickets To A Problem
It would be nice to be able to select several incident tickets and have the option to associate them all to known problem or change without having to go through them one-by-one. I would think a popup window with the a radio button option to associate with a problem or change and then simply enter the corresponding problem or change number. It would easy enough to validate the associated number entered by the user. Thanks, Craig Rice
A Navagation Menu at the bottom of lists as well as the top.
It would be helpful, especially when you are browsing 250 lines at a time, to have this menu at the bottom of the list as well as the top. Darran
Preventative Maintenance Tasks to include Days of the Month
We have a maintenance task of updating our core servers on the last Tuesday of each month at a set time. We are currently using calendar entries to remind us but we'd rather set up a preventative maintenance task on the service desk Unfortunately we can't see any option for how our tasks are set up only monthly on the day (1-31) and a time Would there be any possibility of having a option to select a specific day similar to how Outlook can create tasks?
Support Group Email Signatures & Variable inputs
It would be really nice to be able to assign email signatures to various support groups. We have a campus environment where our support groups are not all in the same location. Having this functionality will allow us to ensure that the proper location and contact information is being provided within the Reply and Notification templates.
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