Automatic Status Change
We are seeing number of instances where tickets are set to, for example, waiting for response and, depending on the view the technician is using, may not see it again before its breached the SLA. Is there a way to reset the status - no matter what it is set to - back to 'open', escalate or even poke the end user so that these tickets are not put into limbo and forgotten about? Jason
Automatically Request
I have a ask for you. When I receive a specific request from a user it's possible to generate automatically another request? Thanks, Davide
Regenerate text of Change Recommendation each time the button is pressed.
Scenario: A change is submitted with a Start Date of 1/1/1900 The change manager sends a recommendation with this date in it. During our CAB meeting, it's decided that this needs to be rescheduled. The change owner modifies the Start Date to 1/30/1900 The change manager clicks "Send for Recommendation" but the auto-generated text has not honored that new start date/time. Clicking that button should regenerate the text each time.
Request Closure Rule
Hi there, Is it possible to get a Site option under Closure Rules (specifically Requests), this would help when it comes to reporting time showing Site "unassigned". we tie MESDP into AD but our Office location and Department are always behind when it comes to people changing locations in our organization. Having this option available will help our technicians locate exactly where the requester is from. Regards, Willus
In depth Asset Search
is it possible to get a in depth search function in Assets to search HDD serial numbers, i know this works with MAC address etc but we specifically would like to do HDD serial number. Is that possible to implement? Regards, Willus
Date/Time Selector is terrible
It checks validity of the time/date before I finish entering it. I choose a minute, POPUP. Choose an hour, POPUP. Choose a date, POPUP. This results in a ton of popup dialog boxes. Use a new library for this please.
Preventative Maintenance tasks - assign to non SDAdmin roles
With our installation of SDP, I have about 20sites, and 20 technician with some technicians associated to multiple sites. I have 3 SDAdmin roles, and all other Technicians are SDSiteAdmin's. I need the Technicians to be able to fully manage their sites, but I don't want to give everyone SDAdmin role My problem is that I can't seem to find a way to add additional functions to the SDSiteAdmins role such as "preventative Maintenance". The Create new Role isn't very helpful either, as the maximum
Add a test plan field to Change Requests
Currently there are fields in the planning section for impact, rollout, and backout, but no field for test plan.
Very funny announcement feature and Email to Notify Feature in ME SDP
Hi, In 9.0 build 9017 I found very funny in announcement feature. why ? because 1. if I am technician and publish an announcement. very very funny!! it can be deleted by other technician. is it logical? so what will happen? I will publish and other one will delete. but ideally, if I publish only I should be able to edit or delete this. 2. any technician can publish announcement. in any ORG announcement can be published by specific person not all technician.what will happen? we have 250 technician
Business Rule Criteria - add "Technician"
We want to notify people about tickets that are CREATED, OUTSIDE OF BUS. HOURS, that do NOT have a technician already assigned. This would allow technicians to create tickets manually after hours without waking up on-call engineers. We are concerned more about tickets that do not have anyone assigned to them and require triage.
Searching for Associated Assets will pull up the workstation last logged onto by user
I'd like to have a filter that allows me to search, within the incident request, for an asset by the requester name and the last logged on field in the asset so that I can more quickly associate an unassociated workstation to the user.
MESDP with Active Directory
Is it possible to have MESDP do a live look up in AD without having to import Requesters via the automatic schedule or manually? In my work environment we have a lot of new users and we log a service request based on them requiring network access. we fill in the person requesting this access retrospectively via a request ticket, however we can only set a schedule import for at least 1 day and this is not enough time. Is there anyway to make the requester be directly linked to AD, like a "Live" or
Integration ServiceDesk Plus with JIRA
Hello! I have question about integration facilities ServiceDesk Plus program. Our company will use ServiceDesk Plus for incident tracking and using JIRA Atlasssian for bug tracking. Zendesk is program for interact with customers. Zendesk have facility to create jira issue and in future to receive answer from JIRA about resolve status issue. Thereby technical support and programmers work co-ordinated way. There is some information about it here https://plugins.atlassian.com/plugin/details/7488 Does
Set "Reviewer" role when creating a Change Request
The "reviewer" role is integral to the workflow in SDP for change management, but you cannot set it like you can requester, manager, etc. in the initial form. I cannot add this as a field in the template editor either. Our team must submit a change, open the change, select the submission phase, set the reviewer.
Language Pack
Hello; we are using Service desk version 9.1 Build 9113. But when we check from mail screen "Personalize" there is no language option. Default language is English and i need to change it. How i can do that ?
Enhancement in Change Management Feature
The current iteration of the change management feature in ServiceDesk Plus Enterprise contains a glaring omission. While we can "Associate Change" from a request, thsi does not fully create the Change Record. Most of the information submitted with the request must be manually re-entered into the Change Record. This is a very time-consuming process, especially when you receive a large number of standard change requests. To address this omission and to enhance the change management module, I opened
Attachments from Mobile App
Here is the situation: We have a HelpDesk phone hotline number for our staff to call. End Users will leave voicemails in the mailbox and our phone system will forward those voicemails as a WAV file to our helpdesk email account to create a request in the servicedesk. Often this is after hours and the majority of our technicians only have mobile access. We would like to be able to listen to the voicemail attachments either from the mobile app (IOS and Android) or have it included in the email notification
Public WorkLog option
Hello, I want to know if there's a way that I can add a worklog to a request then I would be able to choose between "Private" or "Public" update. Whereas "Public" option makes the worklog visible to the requester (and sends an email notification with the update) and "Private" option makes the worklog only visible to technicians. Thanks in advance, Georges Samy
Usage of new field types in request forms
Hello, we would like to have additional field types in the forms. As example we would like to classify tickets to affected Company sites like Argentina, USA .... so we Need a field with a multiple choice Option. Also, it would be nice to add the site field inside the requester Details box, because ist requester assigned. The Option to add pictures to form would also nice, and a date field would make sense. Thank you for your great Support.
Request View- All Tickets I have Created
I have a number of people asking for a view that shows "All Tickets I Have Created" which is slightly different than being the requester or the technician on a ticket. I don't think there is a way to do this--if there is let me know
New 7604 Auto Assigning of Requests to Technicans Functionality
Hi, I'm interested in this new functionality, but we have technicians who work for us part-time. Is it possible to schedule their non-working hours so that the auto-assign doesn't allocate requests to them during those time periods? For the one particular technician I'm thinking about, I wouldn't want them to receive requests: Mon, Weds, Thurs, Fri - 14:15 - 17:00 Tues - all day Thanks, Rich
Email formats
Greetings, When an email is sent by SDP, SDP removes all extra CR/LF and tabs which messes up certain formatting that might be done in the email body. Please change this behavior so the extra CR/LF and Tabs are not stripped from the email. Thanks! Chris
Print screen capture into description field
Hi, We are running SDP 9012 and were wondering if you could incorporate the ability to do a screen capture directly into the description field. We currently use Desktop Central integrated with SDP. User's have the ability to capture screenshots from DeskTop Central and create a request in SDP. We would like this feature in SDP. The user opens a request from the incident or service catalogue and if there was a button they could click to capture their screenshot directly into the request, this would
Approval Workflow Enhancements
I have a few business requirements I cant quite implement due to some limitations (or perhaps they can be and I just don't know a method to do it). I thought I would bring them forward and see if they can be considered: Scenario: We have a permissions workflow process that requires the following: Stage 1 - Person's Manager (MUST APPROVE) Stage 2 - One of three legal approvers who rotate the responsibility. (AT Least One Must approve but not all 3). Requests: Currently there is a checkbox that
Automatically create a new request if not resolved at 1st Level
Hi, We would like to have a new feature in SDP that should automatically trigger a new request creation for the 2nd level technician if original ticket was not resolved at 1st level. The need for this is to have an accurate request reporting on the technicians and groups as well as keeping credit for 2nd level technicians.
Announcement Window
Whats about the functionality that an announcement will open up a Windows when the technican logs in? We have several times big announcements which are important, that each technican will get informed when he logs into Service Desk. I know we could send an anouncement as E-Mail but thats not enough for us. Thank you.
Business Rules on Requests
I noticed when I use the main business rule engine I can leverage customized fields as triggers; however, when I use the business rules in the service catalog - custom fields aren't listed--this is true even when I have marked a additional/custom field to be in common for both incident & request. I'd like to trigger business rules based on custom fields service catalog/request tickets
Assign "Service Category" during massage parsing
Hello I am trying to pars the field "Service Category" and assign some predefined value through "E-Mail Command" No problem with CATEGORY SUBCATEGORY or ITEM But no way with Service Category. It's not possible at all?
Solutions suggest for technicians to resolve the incidents.
We like to introduce the below set of features to improve the role of knowledge base in resolving the incident requests. We find the tighter integration of solutions to the incident requests will enhance the productivity of the IT team. We need your valuable feedback to improve the same. We are currently having the auto-suggest based on the incident requests fields for the requester. We will be extending the same for the technicians where private solutions also being included in it. (Mark as)
Preventive Maintenance - Template Design & Tasks
Hi, We're starting to use the Preventive Maintenance option more and more to perform daily / weekly checks on our systems, at different sites. Do you have any plans to update this module with the following.... Edit/customise the template that is used. I'm wanting to notify someone of the preventative maintenance request. Add tasks to the request, as you can with Incident Templates Site filter on preventative maintenance, so Techs with limited site access can only view preventative maintenance jobs
Approval process needs this simple improvement
Approval emails sent from a request could be very useful, if it was not for this particular issue: Even after an approver has used the link to grant/deny an approval request, the link is still valid, and the approver can use the link to revisit the incident and maybe change his mind. Even when the incident is closed! I think that the approval link should be a one-time use, and approver should be forced to call helpdesk to discuss change in decisions, because actions may already have been taken following
Automated Close affected by business days and holidays
Hi, Do you have planned on having support to Automated close affected by the Business days and Holidays? And is there any workaround for this? Thanks for you help.
2 or 3 groups Category --> SubCategory --> Item
Hi all, After I test servicedesk , I have 2 question. question 1： How can I set 2 groups category>subcategory>items, like one group for product, another one for issue ? question 2： When my mouse roll-up on columns, may it show some tips for this column ? If I can not do this, do you know any plug-in for this ? Thanks.
Rest API Add new request with login requester
what add new request with login requester? { "operation": { "details": { "requester": "Shawn Adams", "subject": "Specify Subject", "description": "Specify Description", "requesttemplate": "Unable to browse", "priority": "High", "site": "New York", "group": "Network", "technician": "Howard Stern", "level": "Tier 3", "status": "open", "service": "Email"
Ability to exporter change calendar
Ability to exporter change calendar googel calendarr or sharepoin calendar
Requester can mark Like / Unlike over a solution article
Hi, Noticed in the road map that under the Yet to Start section you have the below feature: Requester can mark Like / Unlike over a solution article Can I please make an additional suggestion if it hasn't already been considered, can the Unlike be linked to an Incident Template so that the Requester can log a support call off the back of a solution that hasn't worked for them?
Auto suggest MERGE for cases with a similar Subject Line !!!
I have a common problem where duplicate cases are created, because technicians do NOT merge cases together. This could be avoided very easily if Service Desk was able to suggest a MERGE by scanning the email subject lines. What I propose, is that Service Desk scans the past XXX cases or XX days of cases, for the same subject line and makes a suggestion dialog box for the technician to MERGE any similar cases it finds. eg. You see a case titled "RE: fix my computer", this reply came to Service Desk
Assign site based on sender's email via business rule
I know that this one has been raised before - but it's pretty important to us so I thought I'd raise it again. We've just stated using SDP - our users are submitting jobs via email only at the moment. In the near future we're going to be accepting requests from multiple sites and would like to be able to automatically assign requests to sites based on the sender's email address via a business rule. Similar requests seem to refer to SDF-38997 and many of these are over a year old. I've just patched
Notification Rule to email creator tech when assigned tech closes ticket
Often I create tickets and have to assign the ticket to a different tech for resolution. Ultimately, I'm interested in when the assigned tech closes or resolves the issue. Is there a way to build a notification rule to email the created by tech when an technician that closes the ticket is different than the created by tech?
Ability for Self-Service Forward Schedule of Changes
I'd like the ability to publish the Forward Schedule of changes / Calendar View to Self service so we can allow staff to see IT changes Two security features I'd like to see with that is the ability to make the view able for certain groups like request template functionality. Similarly, I'd like the ability to mark some changes as private so they aren't published on self-service but are always view-able to IT - similar to the Solutions Private/public configuration
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