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.
Service Desk won't start - same issue in 2007 as today in 2016
Hi Team, I have just had the same issue, after upgrading SD+, that someone else had way back in 2007 and the fix is the same: Delete the Extracted folder from the [ServiceDesk-Home]\applications folder. This also happened about two years ago. Surely the upgrade process could fix/clean-up this itself to stop this happening, this is after all 2016, nine years after the same problem was happening!!! Cheers...Ian
Category permissions
Feature Request: We'd like to be able to assign further technician permissions to specific Categories - Sub-Categories. For example -- Currently the HR department members are configured for generic Technician accounts and are a part of the HR Support Group. As well they are categorizing requests under a HR Category etc.. This group contain the full scope of personal within HR -- admin assistants, HR Reps, Managers, Director, etc... --- who are all privy to certain employee data (This is also true
decommissioning of support GROUP - can't hide on drop down lists
There is no feature to decommission the support Group meaning that once it was created it remain visible all the time. We understand that the group cannot be deleted when there was any ticket closed in this group, but there should be an option to deactivate \ hide no longer required Group. The deactivated group should not appear on the drop down lists e.g. when creating new ticket.
Project Templates
I'd like to be able to define project templates when you define a project type. In this template you would define the standard tasks and milestones that would be associated with that project type. That way, when you create a new project, those tasks and milestones would be automatically created under the project. That way, project managers would not have to create all those tasks and milestones manually. They can create new tasks or milestones that are unique to the project and, since the standard
Unreceiving an Item or Editing a Closed PO
Hello, Is there a way to unreceive, delete, or edit an item from a PO after it is closed? For Example: I purchased a few items. Created PO. Received the items and close the PO. Days later I realize the items I purchased was a mistake and now I need to return the item. Is there a way to go back to the closed PO and remove that item?
Working with SLAs
Hello Everybody Can anyone explain me how to work with service-level-aggreements? A Link to a good tutorial would also be an alternative :) Thx
Working with SLAs
Hello :) Does anyone know, how to work with SLAs? I don't know how to configure them exactly and how they escalate. A link to a good tutorial would also be helpful. Thx
Reopen request, not with out of office
Hello, I've enable "Reopen the same request within 1 days from closed time. Else, create as a new request" but when the user has an out of office or exchange generates an error the request is set to open again. But that's obviously something you not want and the spam filter rules is not the solution. Is it possible to add another criteria in the spam filter like request status?
attachments file
hi, is there any option to select attachments file as mandatory field. thank you
backup approver
Hi We find "Configuring backup approver for Requesters" in road map for a long time. It‘s still lying in "Yet to Start". We urgently need this. And we also need backup approver in Change module. Thanks.
Request/Problem list in Change
When you are in Change Management it's hard to find associated Requests or Problems. The only way to find Requests/Problems is to use search which is too inconvenient. Please add associated Request/Problem list for Change.
Reporting on Contract ID
To whom it may concern, Recently I created a custom report of the Contract module and unfortunately I was unable to include the Contract ID field in the report. Can I possibly get the Contract ID field included in the 'Available Columns' window, so that it can be reported on? Regards Natasha
Pick up request but not assign
Hello I'm not sure if this has been addressed recently as we are still on an older build (8213). Has the ability to assign a technician the ability to pick up a request but not assign it to other users ever been implemented. We have technicians that like to assign harder request to other techs so they don't have to do them. Thanks you
Possible to resize the column width.
Hi, Would it be possible to use the whole width available in the column ? I would like to resize the title because it is often truncate. thanks Melanie
Two Important Recommendations that affect Assets, CMDB, and Purchase Order Module
I've spent the past year trying to implement all the modules of SDP and increase our ITIL maturity. In order to get to the next level with SDP, I need to ask the super development team to (again) consider some fundamental changes. Assets In order to understand what is on our network (using SDP), we take advantage of the Asset Scan. The Asset Scan has allowed us to quickly ramp up on about 10,000 IP devices across over 150 locations. I understand that running an IP scan, however, brings any detected
copy servic rules
hi, is there any option to copy or apply the rules one time in the service catalog ,because if we need to apply rules we need to copy the rules one by one. thank you
Theme Customization - Header Background
Would be beneficial to be able to turn off the gradient for the header background in the custom themes
Link request showing after closure of job
I can't see this anywhere outside of going through the history of the job but I would like the ability to show all link request even if the job is closed. An additional button like 'Closed Link Request' drop down box or something else would really help understand the history of the job. Right now the links only show if the job is still active. https://www.manageengine.com/products/service-desk/help/adminguide/requests/linking-requests.html Also it would be nice if we could have a child parent type
Adding a comment on a project, should send notifications to all project members.
Good day, · Adding a comment on a project, should send notifications to all project members. Currently it only sends an notification to the project owner. Kind regards Renier C
CMDB CI's hide or delete
Hello guys, We are doing a lot of work on the CMDB. However there are a lot of CI's default installed that are not deletable or cannot be hidden. Is this something that can be done in the future somehow please? For example: Document, IPS, NTP, Room sensor, IBM Mainframe, Unix server, AIX server, HPUX server, Mac server, Solaris server, DB2, Sybase, Cisco IP Phone, Video encoder, IBM Workstation, Unix workstation, AIX workstation, HPUX workstation, Linux workstation, Mac workstation, Solaris workstation
Schedule ticket status change from 'On Hold' to 'Open' based on 'x' amount of days
I have a specific service request that does not get addressed until 90 days after request submission. Is there a way to automatically have the request change from the template default, 'On Hold', to 'Open' without having the technician manually set the status change date? Ideally, it would automatically change to 'Open' 90 days after the ticket creation date.
Active directory sync
Hi We have enabled active directory sync for requestors. Users gets added, thats great. How can you build an active directory sync without handling user deletion? Without LDAP filter to exclude disabled users in active directory? If this is such a big thing to develop why just add a checkbox so I can manually hide user in searches and when user is disabled in AD hide that user in SPD automatically. It is very annoying when I search a requestor in a request and I get 10 results and only one of them
Coping the content of a request descripton filed to the descrition filed of task automatically created
Hello, is it possible the content of the description filed of a request to be copied automatically to the description filed of a task, generated in the same request?
Software License Agreement notification settings.
Would it be possible to setup the License Agreement notification settings the same has the Contract notifications settings. It would be nice to had a separate email address to send Expiry notifications to. Contract settings: License Agreement Notification settings: Need the email id's box added to license agreements.
Add search technician function as the search reuqester
Hi, If the customer more than 20 technicians, they would have a trouble, they assign a technician to a request or a task or a problem or a change is so difficult, because the number of technician is too many, could you add the search technician function when assign a request or a task or a problem or a change.
Assign Category/Sub-Category to Support Group
It would be nice to be able to assign Categories to a Support Group, in addition to the existing option of a single Technician. Having this option at the Sub-category level would be great as well! We are trying to refrain from having requests assigned to a single technician. We have our techs divided up by specialties and want them to pick up tickets from a queue based on their availability.
Is it possible to attach more than 1 incident as cause of a change and to fix problems
We sometimes need to attach more than one change as the cause of an incident - you can only link 1 change within an incident. Also we can only attach 1 change to a problem but we need to be able to attach more than one sometimes as 1 change might resolve multiple problems. Why is this restricted?
Action: Duplicate a purchase order
I'd like to recommend a button for duplicating a purchase order. We have a standard build of items that we like to see itemized on the PO and then added to assets, and so we'd love to be able to just duplicate the purchase order. Thanks, Adam
Feature Rquest
Can I please ask that in future releases that technician and requester email addresses are set to be not case sensitive. This is causing us to miss requests being sent by email. Thank you
Improvements to the Dashboard.
This is purely a cosmetic feature, but it would be nice to be able to get more information at a glance from the dashboard. Most people have widescreen monitors these days and it would be nice if you could get more on it. Unless we change the font size, I get 3" voids on either side of the dashboard. Seems a waste of space. I'd like to see more gadgets available to the Techs. Things that show meters (like the SLA meters) for anything from ticket load per tech for example. Thanks Jason
"Save & Continue" Button badly needed on "Edit" page
Since so many things can interfere/prevent submissions on web pages including pages of text typed. It would be an invaluable feature to have a "Save & Continue" Button on the "Edit" page when editing an SR. It is currently very inefficient to have to click "Update" and re-open the SR when all you want to do is make sure your current work is saved. Please consider this addition.....
Parent/Child relationship
I am really new to ServiceDesk Plus and am trying to get a handle on how everything works. One feature I thought was available is a parent to child relationship in a request. Not a task or project, but a main ticket with sub tickets pertaining to the main issue. For example, if a ticket is created for an identified issue then other departments call in with the same problem, we want to track each report of the issue as its own ticket but have the relationship of the subsequent tickets be a child.
Restrictions for Group Assignment
Hello, Is it possible to set up a restriction that would allow a technician to only assign a new ticket to their own group or the Help Desk Group? We want to start forcing tickets to go through our Help Desk and not allow technicians to assign tickets to other groups. If you need any more details please don't hesitate to ask. Thank you in advance! Chris
Email distribution lists
When importing users from AD, Email distribution lists should also be imported. When one uses a feature such as the announcements, one needs to know and type the fully qualified name of the group of people to whom the announcement is targeted. For example, if we have a distribution list named Windows Server Administrators with the email address windowsserveradmins@ourcompany.com, we have to remember that name and type it out. It would make much more sense to be able to simply pick it from a list
Next Page