Scheduler - On Call
Would like to request a feature for an "On Call" status. We use this so that technicians know when they are going to be on call for a period of time, in addition to their normal schedule. However this status assumes the tech is not available when assigning requests. Example: Most of our technicians work from 8 am till 4 pm. For 2 weeks out of every 12, a pair of technicians is also on call from 4 pm till 11 pm. Would like this "On Call" status to treat the tech as if they are available.
Service desk version 9 - Requests view
Dear Support, Is it possible to customize the requests list? (we need to hide some item like All My Requests) Waiting for your feedback, Best regards, Matteo Zambelli phone +39 035 606445 matteo.zambelli@nwglobalvending.com
Helpdesk integration to website
Hi Team, is there a way to integrate my web portal login with sdp. i want users to access SDP helpdesk with the web portal credential. when they click tthe helpdesk link in the website, users have to be redirected to the SDP helpdesk page and they must be authenticated using the credential they used to log in to web portal. Please update ASAP
Email Subject requiring ##(ticket)## to be customizable
Would like to be able to customize what the required subject must contain in order to get inserted into the request conversation history. Currently, subject must contain "##(ticketnumber)##" text. Would like to change to: "SR:(ticketnumber)"
Approval Status - CAB Approvals
Is there a mechanism to trigger a status change once all the CAB recommendations have been Approved and/or Rejected on a change? As a change manager, when dealing with a lot of changes it would be really helpful if on the grid I could see which changes are now pending some action from me. Currently I have columns for Stage and Status which would have any in a CAB approval displaying "Approval" / "Approval Pending" This is complicated because it requires scrolling through all changes to check the
Adding Service Request Templates and Incident Templates from a Support Group View
At present, we are going into every service and adding the support group and then going into every incident and adding the support group. It would be great if we could go to the support group view, see what templates they have assigned, and assign them there. Also, it would also be great to have the corresponding reports to go along with them.
Request the ability to add / link to process documents
Hi I have been asked whether SD+ can have a link to / include attached process documents to each function. So, Requests tab would have a link to the Incident Management / Request Fulfilment processes, Problems, to Problem Management, etc so that people could easily access the documentation. Even a link to a particular Solutions document would suffice. Is that possible, or could it be added to the roadmap? Thanks guys James Gander Gander Service Management IT Operations and Service Management Consultancy
Better Help Menu
Hello, the help link in the top, right-hand help menu just goes to a generic help website that seems to load slow for us. It would be nice if it offered an option for more specific help for the current page like help cards, but info on navigating the request list view page, adding projects, etc.
Need Requester Title Varaible
When configuring the notification rules, I need the ability to include the requester title. Is this available yet? This is a very basic feature that's been requested by several other people - it looks like there hasn't been an update in quite some time.
Translation - add module field
We'd like to see a feature where a searched item is listed in its' corresponding module or screen. For example: We want to change the field 'Name' to 'Contract Name' under the New Contracts screen. When we search for 'Name' under Translations it listed more than 15 matched items just for 'Name' - not counting the countless other hits with 'Name'. Without knowing which 'Name' field corresponds to the specific field under Contracts, it becomes a exercise in trial and error.
Alert(or Notify) technician by e-mail when there is a new reply from the requester.(Task Notification)
Dear Team, We urgently need this functionality on task notification. to alert the task owners when there's a reply from the client on the ticket. As of this moment the only way for the task owners to know that there's a reply from client is to check all ticket individually. On our current situation single tickets contains multiple task with different owner. and only the ticket owner is notify when there is a reply from the client. However the reply is related to the task owner and not to the ticket
Send email as a Ticket
Hi All, for example: On Service Desk Plus, email support is abc@support.com . Case 1: user send an email under To abc@support.com , on the SDP have a ticket , That's right . Case 2 : user send an email under Cc or Bcc or Forward abc@support.com , on the SDP have a ticket , That's right. I wanna the SDP don't convert to ticket for the user send emails under Cc , Bcc ,Forward can I config for it on SDP ? Thanks
PO - Receive item when making the po - OR a special invoice function
Would like the ability to receive the item (like a qty received field) while filling out the purchase order to bypass the "Receive" part of the workflow. Sometimes I receive invoices that are for services (IE: hosting, consulting time, telephone billing, etc) that are not initially created as a purchase order. This would save a lot of time when using the purchase order function. Or create a special function for simple invoices like this (service based invoices)? I don't even have a purchase order
Category Search Function
Hi there, We have had a requests from our technicians if its possible to get a search like function for the category, subcategory and item. This is due to our ME SDP configuration having a lot of categories etc. Tt would save a lot of time in the technicians mind where they can use the "item" field much like a search option that the "Requester Name" uses, with the addition of something like e.g. *ItemName*>>*Subcategory*>>*Category* displaying as a drop down menu. Look forward to your reply, Willus
PO has been approved
When using multi-step approval you get the option to have Person 1 OR Person 2 approve the PO. This is a great feature however I think there is a part missing. If Person 1 approves the PO there is no notification to Person 2 informing them that the PO was approved. Can this be added in that all approvers are informed when the PO has been approved?
PO - If the person filling it out, is also the approver - Auto Approve
Automatically approve Purchase order if the person filling out the purchase order is the approver and Owner as Approver is checked.
Ticket Subscribe/Watch (Notify) Option
We currently have our notifications set to update the support group when a request is added to their group, and have disabled the notification to the group when a ticket is updated because the update notifications became far too overwhelming being as we can't specify what type of update to send the notification for. Our request is to enable technicians to be able to subscribe to a certain support group or specific ticket so they will receive the update notifications. For example most tickets that
Grouping Of Business Rules
It will be very helpful if we can have a feature to group a set of business rules created for the following benfits. creating the business rules one by one will flood the system and will be hard to manage and troubleshoot if conflict occurs. 1. Group the business rules for assigning of template. 2. Group the business rules that when receive from certain email address assign to technician. 3. Group the business rules for auto assigning of category/sub-category and item
Convert task to a ticket
Hi, Often we find that the task with all the comments and requirement of subtask grows to big to be just a task and now warrants it's own ticket. We would like the ability to do that and use dependency feature between the original ticket and the new ticket (task converted to a ticket) automatically instead of creating a new one and trying to manually paste all details out of the task into a new ticket.
Get Free License Now Web Form
Hello, I recently installed the free version of servicedesk plus with 5 technicians license. In order to increase the number of technicians, I decided to fill the web form on your website to that effect. I receive a message saying my license has been generated and sent to my email, however a view log button appears with an error message saying I should contact the application owner and I never get the email with the generated license. Can someone please help? Thanks
Label Approval / Add Note or Description
I have a need to be able to label the Approval Stages and/or approvals. Often we have a request that might be for a feature or enhancement in software we develop. This may involve numerous approvals multiple people/stakeholders. I need a way to label the approval request or add a note so I can track additional details about why the approval was sent and what specifically what they were asked specifically to approve. It doesn't seem like there is currently a way to do this
Time spent for requesters
Dear Sirs, I've checked in the forum and find similar requests from some users (many years ago) but no solutions. The needed feature is to inform my requesters on the time spent (namely the sum of time spent WorkLogs for the same request) to give the solution and close his request. I have two way to provide that information: 1. by the self-service portal - I've checked it but can't find this feature, requesters can see many details on the request but not time spent. 2. by mail notification on closed
Show Assets associated to requester in self-service portal
Requester want to see the list of assets belong to his/her. Currently during creation the request, user can see his/her assets. Does this tools have any option to see detail about assets belong with his/her? Like “My Detail” page requester can see the details information other that assets.
Make the browser back button useful
Please make the browser back button navigate back across tab selections as well as list filter results. As it is now the history is broken because although tab selections are recorded in history, the back button does not actually switch tabs. It would be an enhancement to make list filter results work with the back button. Now, navigating back goes to the entire unfiltered list. Thanks, Tom.
Watchlist for requests
Hi there, Our technicians have requested that some sort of watch list be added in an easy to access location that populates with all the request/problems/changes that they have been assigned to at some point in time and/or added notes or resolutions too etc. This will let technicians have full visibility and allows lower tier technicians to give requester's quick updates on their tickets that have been assigned to higher tiers (we don't use Self Service Portal, on this we would like a way to fully
Ticket Description to be added in Task notification
The ability to add "Ticket Description" and include it in Task notification email, so the technician responsible for the task resolution should have an idea about the original ticket, we have tried to add " $AssociatedLink " but it won't work for all technicians specially for people who has no access to this ticket.
Email commands
A few things about email commands in SDP; Would it be possible to allow email commands without the flag in the email subject? Would it be possible to log any email commands processed for a request in the request's history? Would it be possible to remove the commands from the body of the email as it goes into the request? Also; is there a full list of available email commands posted anywhere?
Request Approvals feature requests
Would really like to define and track different types of approvals for requests. For example, for a specific request, I'd like to have a "approval to do the work", an "approval that the technician tested the fix" and an approval that the requestor "approved the fix" An easy way to do this is include the approval email subject in the approvals column list, and also include it in the history data. We need these kinds of approvals tracked for compliance reasons for key systems. Does anything like this
Change logic for date/time setting of changes to prevent excessive warnings
When creating a change the Scheduled Start and Scheduled End time default to the current timestamp when you go into change it. Once the Start time is set to a time in the future (as would be the case with most scheduled changes), when attempting to then set the End time we're met with excessive warnings about how the end time cannot be before the Start time. This is a real annoyance. This warning should not occur until one actually attempts to SET the date/time they intend to set. It should not warn
Solutions Articles - Additional Security / Access Controls
I'd like the ability to limit specific Solutions articles to specific support groups to improve the security and confidential nature of some information we are storing in the system.
Create an action Rule (Custom Triggers) in SDP
Hi @all, we are new to SDP Pro and want to start working with it. The configuration to our needs was very simple but now we want to implement an interface from and to our old helpdesk which also have REST API. I was very happy to find the Custom Triggers where I can start a script when i.e. change the status of a request. Now I have that idea: If the status of a reuest is changed to something, then execute a script/program that gets all request information as xml or jason, transform the fields to
Problem Management
Hi there, We are currently working with Problem Management at the moment, can we not edit the problem fields like we do with the request fields? Currently the layout is disjointed unlike our request fields. Regards, Willus
Personal photo
Hi, We are currently evaluating SDP to migrate from our current tool. In our current tool, we have loaded all the users and technicians photos. Technicians are very used to look at the photo to identify users. I think that SDP don't suport personal photo, but may be it can be a feature for the future. Thanks
Improve Request Linking
The parent/child ticketing method is preferred by many, I'm sure. SDP makes it difficult to associate several incidents together. We want to link several incidents to a parent incident, etc. The 1:1 ratio is not ideal.
Date/time-picker with 60 selectable minutes
Is it really necessary to have each and every minute in the time picker when creating new requests? Seems it just creates a lot of scrolling. Every 5 minutes would be enough I think. I have another issue with the date/time picker as well. The time is positioned below the date, which makes it natural to select the date _before_ the time, but when a date is selected the picker closes and I have to open it up again to set a time. (And if most users don't bother about the time, why have all 60 minutes
Invoice Approvals
one of the biggest problems I face as the IT manager is approving non-po based invoices. Is there any plan to include the ability to add invoices for approval without the need to have a PO first? Such as phone bills etc?
Form Customizer
We would REALLY like to see: 1. A tool for customizing the layout of the forms. 2. Also it would be great to be able to sort the picklists. 3. The ability to use existing lists/data in the picklists. (Like requesters or asset) 4. Also the ability to make any field manditory/visible/changable to the requester. 5. To be able to have conditional fields. (If the requester picks one setting in the picklist another field is populated automatically and/or becomes visible/added to the view. This would be
Change Approval reminders
Is it possible to configure a notification when a Change approval is pending? For example if the Change is scheduled for the 10th and the approval was sent on the 1st, SD could notify the Approvers (CAB, Change Manager, etc.) that the Change is approaching it's deployment date.
Restricting who technicians can assign to
Hi all, is it possible to get a module in maybe business rules or some sort where certain groups and technicians are hidden from specific technicians in defined sites. This would allow TechnicianA of level1 to only see TechnicianB of level1 and Technician A & B of level 2 and nothing from level 3 above. this means he cannot bypass the "process" and only has one route to go. Regards, Willus
One to many relationships - Requesters
I'd like to see the ability to create department to multi-site relationships for requesters. This would give managers the ability to oversee departmental employees who are located at different sites. Right now this is a limitation whereby the work around is creating a site called the department...this is ineffective since our sites pull from AD and are set due to emergency protocol
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