Send notification to requester
Is it possible to create a business rule and send a e-mail to a requester. Currently it is only possible to create a business rule and to send the notification to a technician.
Location URL field
Hi, how can create new fields to wright URL when we try to insert hyperlink should show 2 field one for address and one for display this text as attaché file .
Changes tab - More customization needed
Please consider the ability to allow more customization in Change management. In this example, instead of plain text entries, the ability to choose between style options like; Text Drop down Check List Task ( Not just adding to Implementation tab) etc..... To add another example, for me a REAL checklist under the check list field or perhaps one for my roll out plan would be beneficial for me. Image of area I am referring to;
Resolve button for a Service request
Hello, Is it possible to have a resolve button inside a request similar to a close button? Thank you! Best Wishes Berkan
import data from external application (exchange, lotus) to the SD+ calendar/schedule
Is it possible to import (via import file or via SQL) calendar related data into SD+? Instead of entering holidays and leaves in both our calendar application AND SD+, it would be fine to import events into SD+ Thanks for any hint Best regards
Automate sending reminders for approvals
Hi, As my users sometimes need several reminders before an request will be approved I am looking for a way to automate this. Is there a way to send a reminder every 3 days (just my creditors will do every 3 days ;-) ) Joost
Strip Quoted Reply and Reply Separator Tag
Has this been considered as an option? The back and fourth in reply's in and out of the help desk tend to add up.
Prevent group notification upon saving a new, closed request
We will often open a new request and close it in one step (first call resolution). We have group email notifications turned on so we can be alerted when a new request arrives that at tech within the group needs to pick up and work. However, we would like to be able to suppress a notification to the group when we add a new request that we are saving as "Closed," as it does not warrant the attention of the technicians within the group. Thanks, Adam
ERROR: Invalid ID Request
Hi! We have 8.1 SP9... when we try to send any email (response o forward), the email is sent to the final recipient mailbox but the system say "ERROR: Invalid ID Request", and the mail is not attached to the original Request and is not present inside the histori with the total mailing tracing . In addition, we can be approve, but the system respons the same (Invalid ID request), and when the user receive de email and try to click it, the system cannot find the approved request. Best regards.
Can you allow specific emails to create tickets?
We currently have the ability for requesters to create tickets via email turned off. We do however has other monitoring systems that we would like to have create tickets via email (as that is the only way they can send out notifications). Is there any way to achieve this where ServiceDesk plus allows for email tickets to be created from an accepted email address? If not, is there anyway to achieve this? Should this be a feature request?
A message to a technician!
Hi! Is it possible to send a Message in a specialist when the incident will be withdrawn from him?
Merging tickets using email headers
This issue is causing us a lot of problems. For example a user sends an email to the helpdesk cc'ing his manager. His manager replies to all with an update of some sort. This causes 2 separate tickets to be created in the helpdesk. When there are multiple people CC'ed and a lot of them reply all, this issue is becomes a huge problem. Our old helpdesk software was able to merge tickets based on the email headers "Message-ID", "In-Reply-To", and "Thread-Topic". It would merge them if these matched,
IP Telephony to b eassigned to the users automatically
This will help on managing the assists, our request to assign the IP telephone automatically to the user same like the workstation.
Shortcut to add worklog in Project
We want a new screen to submit the work log as suggested in the design for two purposes: 1. Simple and short way to submit the work log 2. Track the users time every day via report More Details: Add new Tab for Project time sheet When the user want to create new work log (time sheet); he will click on New Time Sheet New screen will pop up to the user to enter his time sheet: Where the project list can be found in the project tab and related task will be selected when the project is selected
Depending Resource to Item
Hi Dears is there any way to dependent an Item to the resources? when i change the item i want resources change dependent to that item. is that possible? Thanx
Note Template
Hi, Add please note template in the new patch. This is a very useful function. Thank you!
Additional Notification Rule for Request Closure Details Comments
Hello Our Requesters can Close a resolved Request with the Close Request Link and leave a message. It would be very useful if there was an additional Notification Rule for the technicians to send an email with the comments of the requester. e.g. the company director leaves a message and nobody is going to read it, because the technician is not going to check the resolved requests. (see picture in attached PDF) Regards, Markus
Feature Requests after going live...
We recently went live with ServiceDesk last month and thought I would compile a number of issues that have come up that have come to me as requests from technicians using it or are obstacles I have faced --some of these might already be on your product roadmap. Business Rules - Trigger rules based on operational hours Trigger rules based on ticket status Make available the shared fields under Service Catalog Business Rules that are under Incident Business Rules Change- Make the Change Calendar
REST API for Solutions
Could you add a REST API for Solutions? Get solution by ID Search in solutions (by title, by tags, by author, by add date, etc.) Add a new solution Edit the solution etc. Regards, Dimitri
Add to Junk Sender Quick Action
I know of the spam filter. A better way would be a quick action to delete the ticket and add the sender to the block list.
Form: Save and return
As we ramp up our entire Enterprise Operations team with ServiceDesk, a request came up from our HR department when submitting forms. In this case we have a Recruitment form that Managers complete and submit to HR. Most of the time the Managers have a partial idea of the activities, budget, and responsibilities of the new position but still have some outstanding questions. They prefer to get the process started and submit an initial paper request to HR to begin the formal approval process. Now with
Automatic Close - Open Request Link
Hi Dear , I have many requests from customers about the mecahnisem of Automatic Request Close . currently when the Technician Resolve the request , an email will be sent to the Requester asking him to either Click the Link to Close the Request or reply to reopn the request. The problem is the Requester used to reply with "Thank you" email to this notification email , which cause the Request to be opened again. The customers ask if it's possible to have another link to allow the Requester from re-oppening
Please allow the ability to re-order fields inline
It would be good as we build forms to be able to reorder items as needed. The most common need might be to sort alphabetically. As an example in the image below. Often if we add more to a list we need to start over. Or if this ability is available...I confess I have not found it.
Linking the Change Module with incidents
Hello, Is there a way to integrate the original incident with its associated change, we need the status updated in the change to be also applied in the original ticket? Regards, Hana
Mail forward option for the requester
Hi, A customer has a need to forward an email to other user from the same ticket, but I think it is not possible. What could be included in the future roadmap? Thanks and regards
How can we add field in multiple templates at a time?
Hi, 9.0 SDP 9048 PGSQL We have more than 500 templates. our customer placed a requirement that a new field named "Actual Request Time (Date & time filed)" need to be incorporated in all 500 templates. is there any way (Using query or other way) to add this field in 500 templates at a time? as you know, it is very time consuming and hassle to add this field manually. Mohammad Golam Rabbany Proud Customer of MESDP
Enhance Purchase system
It would be good for ServiceDeskPlus if the Purchase order system could be better enhanced. I know this is a rather new feature however some improvements would make it more user friendly and better: 1) Allow non technicians to raise purchase orders, not just purchase requests. 2) Allow a finance department to update all purchase orders IE add invoice status and mark as paid etc. 3) Link Purchase Ordered to site / user / group who raised the order, this will mean that purchase orders raised by 1 group
Expand Description Area
It would be great if the Description area of a Task would be larger or have an option to double-click to open an expanded area. Thanks!
Task Owner Dynamic Selection - Assigned Request Technician
It would be nice to be able to have a dynamic option during task creation that will automatically assign a task to the technician that is assigned to the request ticket. Currently, my technicians have to assign themselves to the tasks each time they pick up a request. I can't set a static technician because the requests go into a queue of 5 technicians, for which each of them have the capability of completing the tasks associated to the requests.
links to changes in Ticket view
Seeing that New UI for Request list view and details page is in Design My team is asking to be able to see links to change ID requests in the request view. (Problems too if possible) Currently you can select project ID but not Problem ID nor Change ID from the Columns selection.
All a requester to view all requests
Hello currently you can setup a requester to be able to view Their own requests All requests for their department All requests for their site We would like you to add the functionality to allow a requester to view all requests in the system. We could use this from an internal audit position as well as an IT management / governanace position. In our implementation we use site to denote physical location (geographical in nature) and department to note their business unit (organizational in nature).
Manager Approval for Incident/Preventive Maintenace
We would like to have the ability to automatically assign a manager to approve incidents, similar to the approver for service requests in the Workflow tab. This is a rather odd request since generally an incident does not need to be approved. However, because some of the functionality of the software, more specific the preventive maintenance tasks, we've found this to be a necessary request. For example, if you would like to create a preventive maintenance task you must use an incident template.
Asset a required field
Is it possible to make the Asset(s) a required field via toggle like the other fields? Right now it appears to be tied together with Requester Details but there's no required toggle. I have a template for toner replacement and it is essential to know which printer they are requesting. It autofills with the requester's associated workstation, which isn't helpful in this scenario. Thanks.
Mass answer
HI, My sdme version: 9.0 Build 9040. Please tell me how to send a response at the same time for more than one application? Best regards, Glinenko Dmytro
SD+ form fields
Any plans to increase the size of the form text fields? Some of our business partners are looking at SD+ to automate their paper forms and find the limitation of the fields frustrating. In most cases they have a description field detailing form field criteria or fields that require paragraphs (i.e.: business rationale).
Request details re-organised
It would be better if, within request details, Created Date, Responded Date, and Completed/Resolved date were ordered in this way instead of it being ordered as is currently - Created, Completed, Responded.
Tasks left open when request closed
Sometimes a request gets opened by and end user with a template that has tasks associated with it. In some cases, the request really does not need to be done or is resolved without going thru all the tasks. IN these cases, I have found that if the request is closed, the tasks still show in My Open Tasks view. The system should either force you to close or delete all the tasks before the request can be closed, or preferably, close all tasks associated with a request if the request is closed.
Service Catalog \ Select Approver
Hi, How to add a new agreement in this field? Admin - Service Catalog - Work Flow - Select Approver And what are the functional values DEPR_HEAD and REPORTING_TO? Thanks!
Change Module - Print Approval Information
When printing a change, it fails to print the Approvals tab on the reports. We would need this added for our annual audits.
Estimate a technicians time per request
Hello, I am looking for a way I can put how long a request should take (estimate) then pull a report that will compare the two ( my estimate and work log time) Is there a easy way to do this? I have added a new "Time" to the request that is to represent this but when I run a report it is not totaled at the bottom like the closing time is. Also the "time" addition to the request will not let me put in 30 mins or .5 it has to be only a whole number. Thanks for any help you have. Ryan
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