Unable to Edit E-mail Id(s) to Notify
We have had several issues where users put incorrect information in the E-mail Id(s) to Notify field. This makes it difficult to close the ticket. Is there any way to edit this information so the bounce back email doesn't keep opening the ticket? Thanks, Brian
Login Page Branding
This is probably a strange question but can you modify the Login Page ?It's quite restrictive with just very small GIF\Image and leaves no room for text or Branding. I found the background image (F1 and help keys) and edited this but it only seems to work in Firefox, which is strange. It would be helpful as part of large organisation we share the logo but have different call logging apps. Any plans to add more customization or is there a way to amend the GIF so it works with all browsers ? (Assuming
Requesters & Technicians
Within the list of Requester's and Technicians the application allows an IMPORT, but it would be useful to have an EXPORT button as well. As domain replication is one way (ManageEngine doesn't remove missing sequesters) we have a gradual build up of users and it would be good to export the current users from ManageEngine for removal\audit purposes. I'm sure you can use the reports etc. but it would be helpful personally on the page. A
Transfer a Service Request to another template
(Post relevant to ServiceDesk Plus build 9120) Hello It is possible to convert an Incident to a Service. That's great. It would also be great if I could Transfer a Service to another Service. Sometimes it happens that the Requester chooses the wrong Service out of the Service Catalog. Regards, Markus
track overtime and/or after hour in worklog
In the work log, we would like to mark work as need either overtime and/or after hours either by adding check boxes or duplicating the hours and minutes worked for each time type.
Does ServiceDesk plus support MS SQL 2014?
We are in the process of upgrading our existing database farm to MS SQL 2014 and was wondering if this is supported by ServiceDesk Plus. I can see from the System Requirements page (https://www.manageengine.com/products/service-desk/system-requirement.html) that MS SQL 2000, MS SQL 2005, MS SQL 2008 are supported, but is the site simply out-of-date or is the latest version of ServiceDesk Plus incompatible?
Request Grid -Export to Excel
Often I have to write a quick custom view on the request tab and I don't always want to save it as a permanent view or create it as a report. I would like the ability to export the search to Excel right from the Requests Tab Grid based on the query and resulting columns that I have selected .
Task Templates for Changes
Hi, Id like to confirm if is possible now or if we can have these in next releases: - Create a group of Tasks and use it inside a Change, in a Implemmentation fase? - Import data from a CSV to create a Task Templates - Based on a Service defined in Submission fase, use a pre-defined Task templates for implementation? Thanks Paulo Santos
Show Variables Content in Notification Rule Mails from Service Catalog Additional Fields
(Post relevant to ServiceDesk Plus build 9120) Hello It would be very useful if I could include variables in the Notification Rule Mails which I created in the Additional Fields in the Service Catalog. It works fine for the Incident-Additional Fields but not for the Service Catalog Fields. Could you please add this as an important Feature Request. Regards, Markus
Informed users
Hi, Request are only visible for the requesting user. Technicians can view all requests. Can you provide a user-field for those users or for user-groups (already existing in SD+) that may view the request. Thank you for considering this proposal. Best regards, Mark Flothmann ICT Healthcare Support Coordinator ___________________ U ZA - Universitair Ziekenhuis Antwerpen Directie ICT Wilrijkstraat 10 2650 Edegem W www.uza.be
Site based notification required
Hi, we need site based notification rule which is not present currently in 9048 SDP 9.0. different customer configured on different site and their requirement is also different...but we are in trouble as SDP not allowing us to configure site based notification. Mohammad Golam Rabbany Proud Customer of MESDP
Instructional field for Technicians
Has anyone attempted to create an instructional field for their Incident templates? Use case example: When a user calls in to request a password reset, our techs are required to confirm the customers identity. We'd like to be able to attach a non-editable field to the Technician view of the request that calls out the requirement. The field should also stand out from the rest of the form (i.e.; red and bold font) .
Delete inactive requesters
Hi Support, the option to list & remove (or archive?) inactive requesters would be very useful. Currently we archive requests over 3 years, but there is no way to remove requesters who have no requests in the current active database. regards allen.
Problem at fetching email
Hi, I have set the exchangeserver with the wright inlog. I use imap port 143. The service Imap on the mail server is started. But i get still this error to see: Email settings saved successfully. But an error occurred while trying to check connection with mail server – Problem connecting to mailbox What do i wrong and how can i fix-it? Thanks, Erik
Need another option in "technician allowed to view" of role configuration
Hi, we have some technicians ....they are member of one support group but they need to see reports/tickets of some selected group including his own group. we found only " all,all site request,all associated group or assigned to him,assigned to him " option in technician allowed to view option in Role option in Admin. is it possible to add below option in "technician allowed to view" list in role option of Admin tab 1.group name list with multiple select option we are using SDP 9.0 build 9048 Mohammad
want to give reminder automatically from ManageEngine SDP to the Service Request Approver if they delayed to approve the request
Hi, I want to give reminder automatically from ManageEngine SDP to the Service Request Approver if they delayed to approve the request. Is there any option in MESDP 9.0 Enterprise Edition to perform this? Mohammad Golam Rabbany Proud Customer of MESDP
Include Change/PO # in Approval Screen
Adding the PO or Change ID number to the approval screen will help our team better organize and recognize requests.
Mandatory feld on closing Ticket
Good morning, anyone knows if it is possible to mark as mandatory a "time to resolution" field on closing ticket request? I've done it with the "resolution" field, and it works but i also need to know how many time each technician does it take to close the request. Thanks in advance.
how can add a Request by employee ID not by name?
Advanced SPAM Filtering
Please add an advanced spam filtering in (Mail server settings). I mean, defining more than one criteria in a single rule. For example: Sender is "unwanted email" and To is "john@doe.com" It will allow me to get other emails from john@doe.com and block only unwanted ones.
Automatic ticket pickup?
Don't know if this has been asked before, but it is possible to make SDP automatically pickup an unassigned ticket if a technician takes an action on it? Adds a note, replies to it, adds a resolution, etc? A dialog asking you if you want to take the ticket if it's assigned to someone else would be nice too. It's a pain when you forget to pickup a ticket, add a resolution, set to Resolved, and it just throws back that it can't do it because Technician isn't assigned and you then have to assign to
Change login to Name in [log out]
Hello! In right top corner SDP use Log out [ aodarchuk ] - http://joxi.ru/N1QNVP3JTJC4fHEbMM8 How to change it to Log out [ Odarchuk Sasha ] where Odarchuk Sasha is my name in SDP http://odarchuk.com
Add description to content variable on the business rule email notification template
Request that $Description be added as a content variable on the business rule email notification template Thanks
Manage Engine Integration with SAP
Hi, My company is lookign forwared to implement Manage Engine's service help desk, We are using SAP as our core business application and would like to have a tight integration (especially in purchase order and asset) between Manage Engine and SAP, and possibilities of having integration with SAP solution manager and Manage Engine service Desk Plus Can you please details on the above? Regards Naushad
LDAP and SSO
We are looking to purchase the ManageEngine ServiceDesk part and I am researching the LDAP and SSO components in an a large enterprise environment. Does anyone have any advice on these topics? Please email me at mthompson@henry.k12.ga.us if you have any advice and all is appreciated. Matt Thompson mthompson@henry.k12.ga.us
SDP - Scheduled Reports not all manageable via Administrator role
Is there a way how I - as an Administrator - can view and manage alle scheduled reports? We are running 9.1 - Build 9118.
Sync users from multiple domains to SD+
Anyone using AD to sync users from multiple domains to Service Desk Plus? How are you handling the sync process. Current configuration permits auto sync of only one domain. We support 3 domains and having to sync manually is becoming an issue. Is there interest in this that it can be raised as an enhancement? Cheryl Ankrom Jennmar Corporation
requests resolution workflow - automatic status change
very important feature missing. We can define statuses, timer options but it is impossible to create workflow for them (automatic status change connected to operations on requests). It is used in all other helpdesk solutions. If you (operator) send a question for user, why can't you define that status should be automatically updated to "waiting for response" and timer stopped (if such setting was for status "waiting for response". and many others. why is status not changed if I add solution. It should
Is it possible to add/associate Changes automatically via a business rule?
Hi All, I have looked into the use of Changes in ServiceDesk Plus and noticed they can be associated to requests by clicking on the "Associate Change" button, but I could not find a way to do this automatically within a business rule. I can see you can setup many actions in a business rule, but adding/associating a "Change" does not seem to be a possible action to choose. Is there any other way to automatically add/associate a "Change" based on a certain condition, form field value or field selection
Parsing an email & update a request
Hi@all, our SDP+ meets more and more our needs. But one thing we like to use is to parse emails whose content is preset externally. In detail, we are getting emails of an external system with i.e. the following content: Subject of the email: (done) This is an example "This is an example" is the subject of an existing request in SDP, as "done" should be set the status of this request Description of the email: MESD-ID: 20 "Some example Text" The number "20" is the ID of the SDP request Now I have to
service center workflow
Hello everybody and happy new year , I am a new user of manage engine, in our enterprise, we are looking forward to develop our own workflows to treat the request does anyone can help me ? thankyou in adance.
Minimum stock
SDP would be interesting to allow the sending of email if the amount of equipment in store is less than X. So it could control the minimum inventory of equipment that must be maintained.
PO - Payment Details
Would like a summary to show total payments made (currently it just shows each "payment"). Sometimes invoices come in with different items and different payments go out, so these don't always match. Also this allows one to go "over" the total on the purchase order on payments out
Assets - Software - Scanned Software
Would be nice to have a way to filter certain types out. For example, everything but "Excluded" type, or Everything but "Excluded" or "UnIdentified" /etc
Show additional requester information in ticket
Is it possible to display the requester's Job Title in the Requester Details section of the request? I'm using Version : 8.2.0 Build 8217
REST API should use JSON rather than XML
Feature Request: Convert the SDP REST API to use JSON rather than XML!
Rich Text Editor
Hi All, I have a issue with rich text editor that can not use on Reply ticket to requester. but On solution it's used Ok
Attach requests to milestones
Our organization is looking to use project module for release management. Enhancements will come in as service requests. A project will handle the release management with milestones being the releases. Currently we cannot link/attach tickets to milestones. Is there a chance this could be put in a future enhancement? Otherwise we need to create a project for each release and we are looking at weekly releases.
Self-assign permission
Hi to all, is it possible to our technician to self-assign a Service Request without having the permission to assign that Service Request to his colleague? Thanks a lot. Best regards.
Request Conversation improvement (suggestion)
ManageEngine, I have two improvement ideas to requests "Conversation" in Servicedesk Plus I will list them below: Showing conversation's SUBJECT on request main screen Currently only e-mail's sender name is shown on request main screen. My suggestion is show subject along e-mail (conversation) sender like this example below: Eventually, not always the conversations subject is about or request title. Conversation enlarge view When I expand the requests conversation, i need use the scroollbar to
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