Add field to resolution
I would like to be able to add a new field to the resolution page. In my case, it is to identify a root cause of the reported incident that can be used for reporting purposes. I have tried to add a field, but it goes into the incident template instead of the resolution. Is there a way to do this?
Operational Hours by Organisation or Support Team
Hello, We are currently evaluating Service Desk plus to see if this product fits our requirements. Initial impressions have been very favourable. However, our Service Desk operate different hours of the day on certain days of the week (and we operate strict SLA's based on these times). Currently there appears to be no way of setting this up outside of creating different sites. Is this actually the case? Going back through the forum it appears this has been raised a few times since 2007 and yet
SNMP V3
any idea when this will get incorporated in SDP?
Issue with Outlook...
Hi, what is the status of this request please... SD-60583 Issue with Outlook 2013 / All images in outgoing messages are incorrectly marked with contentID incorrectly marked contentID is id=\\"Picture_x0020_1\\" src=\\"cid:Image0\\" This creates a problem with outlook 2013 because as all the images have single contendID – outlook is displaying them randomly, each time user opens issue message. Meaning, that instead of getting image from issue in particular email, you get first image from
ServiceDesk Plus support for SNMPv3
My organization is currently running ServiceDesk Plus v9.1 Build 9100. What I am wondering is this; when is support for SNMPv3 going to be added to the product so that I can more securely add my network devices to the CMDB and Asset Management? Our organization has very strict guidelines for security and for us to start using any version of SNMP other than v3 will require CIO approval with a very strong justification and mitigation statements. Thanks in advance, Kevin
Ability to duplicate a request created through Service Catalog
Any one know what the status of adding the feature to be able to duplicate a incident request generated through the Service Catalog? Went through the forums and looks like this is something that was requested back in 2011 feature request 36749 and was "put on the road map" to be included in a future release. 5 years later and it still hasn't been added. Seems like way too long of time to have something as simple as that put into your product.
Technician view for all open/unassigned requests and tasks for my groups
We are having issues getting tasks completed when they are assigned to a group. On the requests page, there isn't a good option in the drop down list to show all requests AND tasks assigned to the groups the technician is a part of. They can choose all my groups, but this only shows requests. They can choose My Pending requests and tasks, but these only pick up the tasks assigned to the tech. I need them to be able to see all request and task assigned to their group in one view. Any help is appreciated.
Unique content id for images in email messages.
Hi support, We have had a recurring problem with images in servicedesk notifications using outlook 2013. Occasionally an incorrect image is shown in the message. It appears to be a cached image from a previous message The problem occurs because... - whenever servicedesk sends an email, it uses the same content id names for embedded images (eg. src="cid:Image0"). - outlook 2013 then displays the wrong image, which is a cached copy for the image with cid:Image0. A similar problem is discussed here...
Reply button gone when replying to last conversation
Good morning, I am wondering if anyone else is frustrated by this feature. In the request detail view, if the last message in the conversation came from me (the technician), I only have the choice to Forward, not to Reply. I understand that the system is saying I would not reply to myself, but it is inconvenient to have to forward the message, as I then need to go and copy/paste the addresses of everyone on the chain if I want to continue the conversation. Could we put the Reply button back, so I
Location of fields in request templates
In the form designer, when we add various fields in a template, we place them above the description field. When a Requester uses the template, the Requester sees these fields above the Description field. But when we open these requests at the service desk, these fields are all listed below the Description field. The attachment illustrates the fileds as viewed in the Form Designer and by the Requester. As designed, these fields should be displayed above the Description field when viewed at the service
Integration with Lync
A very good intregration for many compynies would be the possiblity to have integration with lync, This could save time for all technicians by calling the affected user directly from ServiceDesk application if it is for an internal user.
Service Catalogue 3rd tier
Hi, In the Service Catalogue, you can add a Service Category and underneath that - Add Service. We'd like another tier under Add Service - Add Specific Item (template) For example: Service Category - SAP Service - are all the different modules in SAP (MM, PM, FICO, QM, SD, etc) Now we need the specific item layer This would mirror the Category Subcategory Item architecture currently in SDP. ex: Service Category - SAP Service - Sales & Distribution Items - Create New Shipping Route, Create New Sold
Enable Chrome Notifications
I would be nice if ManageEngine supported Chrome's notification popup's. This would need to be customizable for what you get popups for. But I feel this is a big piece that is missing. As email notification tend to get lost in the static of all other emails. I see this on other applications now and it works really great.
Custom Views - Relative Filters
I have several Custom Views that are used to do some Q/A on our requests with criteria to pull up specific requests for review. Ideally I'd like to be able to set a time filter on these views that is relative. For example, rather than saying Created Date: Greater than or equal to 2/22/2016" I'd like to be able to have the filter Created date: Last Week This would allow smart views that keep the context of why I set my time period for that Custom View. Otherwise including time is not very worthwhile
Entering email addresses in SDP
When wishing to send an email to one or more people via SDP, technicians currently have to type out the fully qualified user address for each addressee. e.g. john.smith@ourcompnay.com;rebecca.wilson@ourcompany.com... It would make much more sense to simply select and click their name from an address book such as that provided by email clients like Outlook.
Add widget or popup so users better see announcements
Currently users see a red icon in their notifications tab but it is small and some users may not click on it. It would be nice to force a popup or a sidebar widget so they are forced to view the announcement.
Windows Phone 8 app
Might be a small market-share at the moment, but I would still love some sort of app (full-featured isn't even the most important part) with the eye on this share growing.
Spelling Error when Approving
After someone approves something the following text appears via web browser. Your decision has been recorded. Thank you for your co-operation. It should read... Your decision has been recorded. Thank you for your cooperation. If possible can this be changed?
Disable Subject and/or Description field
In many of our service request templates, we do not want the user to change Subject since it helps us with consistency of reporting and so on. Also, since the "Help" facility for users in SDP is non-existent or pretty much useless, we use the Description field as a help guide and rely upon additional fields we create to collect the information we require It therefore makes sense to allow administrators - who use or might want to use those fields in this way - the freedom to disable the Subject and/or
Moving Templates
Currently (we are still using v8214) we can copy a Service Catalog template into the same service group. It would be useful to be able to Move a template from one group to another. For example, if we have a service template called "Purchase Software" in a Service Group called "Application Management" and surveys show that it would make more sense to have it in a "Purchasing" services group, we currently have to to create the new service template in the "Purchasing" service group and deactivate the
Technician/group pop up
It would be more efficient to notify individual technicians or technician groups that a service request or fault report has been assigned to them or the group by popping up a small window advising them of the new ticket. Reliance upon the technician or technician group seeing an email is very inefficient given the huge number of emails that are received each day
Enable mandatory resources
When we create a service template in which we use resources, a user can submit a request without checking any resource. While this is a silly thing to do, it does happen. Please provide a facility whereby administrators can require users to select a resource from a resource list
Cascading pick lists
ServiceDesk Plus desperately needs a cascading pick list made available for use when creating both service and fault templates. At present, we only have the Category=>Subcategory=>Item cascading pick lists available. In our environment, we have many situations where having the ability to create templates (particularly service templates) with cascading pick lists would make it much easier for our users to provide information that we require in order to complete out work. For example, in our organisation
Warranty Information within Asset Auto-Discovery
I would like to have ServiceDesk agents scan and obtain server/desktop/laptop warranty information (Lenovo, Dell and HP devices), similar to what Spiceworks scans can do (http://community.spiceworks.com/help/Warranty_Scanning). This is critical to manage inventory and for policy compliance. Thank you.
Asset association from Request Ticket
There seems to be disconnect between assets and requests. It would be great to be able to assign an asset (I'm particularly concerned with leasing assets) right from the service/incident request. For example, I have a customer who is going to a conference and wants to checkout a laptop. They file a service request that indicates what type of device and the dates needed. The technician, from the request page, assigns an available asset and indicates the dates the device will be leased. This information
Integrating Manageengine with Document management system?
Hi, We have Document management system apps where all scanned document are saved. Customer raise ticket in ME but don't want to attach file. They want ME should be able to access data from DMS apps and they need not to download the item from DMS apps and manually attach in every single request ticket. Is there any way? Any suggestion? SDP 9.0 9048 PGSQL Mohammad Golam Rabbany Proud Customer of MESDP
Attachment Timestamp
Feature request to add a timestamp to Request/Problem attachments similar to how they are managed under the Change module:
Project Report Status?
There are so many requests for reporting on projects and tasks within projects. When will you be implementing this? Also I see there is integration with Zoho Reports for requests and task requests...is there any integration with SD projects modual? Also, what is the link/relationship to request tasks vs project tasks? Thank you. Gloria
enable 'work log' check box by default
Hello It should be possible to configure sd+ so that the 'work log' check box in the resolution would be enabled by default. Thanks
Add a column in the pop-up to associate assets to new request
Hi, I'm trying to add "Impact" column to the view used to select assets when I'm opening a new incident (see attachment). How can I do this? Best regards, Sutot
another Description Field
Can we have another field added in requests, similar to the Description?
Asset Discovery - Asset Assign
Hi, It would be nice having a feature when asset discovery runs (Schedule Audit) assign assets to sites based on their IP automatically. Scenario: Site A - 100.0.1.xxx Site B - 100.0.2.xxx When it runs, if it finds assets with these IPs it will assign their respective Site. Regards METG
No blank space when requesters reply
Hi, We have received feedback from our customers that when they hit Reply to a conversation in a request, there is no blank space for them at the top to enter their text. They need to hit Enter multiple times to create blank space for them to reply (or delete all the existing text). There does not seem to be an area to customise the reply template for requesters to add any blank lines. We have done this on the technician reply template, which works fine, but there is no option for requesters. Thanks,
Automated Tasks?
Greetings, I am looking to automate a few steps in a process for terminating employees. There are multiple teams that need to be notified and we want to do this with a template and with tasks. We will have a Distribution list that our HR team sends a notice to. This DL will be forwarded to Service Desk Plus to have the ticket request open. I need a few things to happen once it comes in. 1- an email needs to be sent to several executives on our IT leadership team- we
In custom reports, allow "grouped by" column to still appear in report
Good morning, Currently when I write a report, as soon as I "Group By" a column, that column is removed from the report details. As a result, my report is difficult to read on screen as I need to scroll to the page with the summary of the group to know what I am looking at. Example, if I list all closed tickets for a time period, grouped by technician, there may be hundreds of tickets closed by a particular technician. Before those 100 tickets, the name of the technician appears, but I might have
MSP is slow with multiple closed requests at the same time
Hello, MSP slows multiple closed requests at the same time. sql ram 4GB, cpu 3.41GHz of AMD, hdd is more big. version 9.2.0 build 9200 Any helps? Sorkhmer
Business Rules - More Criterias
Please add a new Action template in Business Rules. I need to use the action: when some conditions are met Change Requester to another one
Assign to group button
Hi, It would be very helpful if in addition to be able to assign to a technician, we could also assign to a group from the requests page.
Problems - Advanced Permissions
There are a decent permissions management for Requests but not for Problems. Could you please consider to add the following permissions: Technicians allowed to view: All Problems All in group & assigned to him
Technician Calendar/Asset Checkout
When can we/I expect to see a shared calendar for the technicians and an asset checkout feature? I have been requesting these features for well over a year now and the response given has always been either in an upcoming service pack or on your roadmap. Are these features ever going to be integrated into SD or should I just forget about it?
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