Order By - Ascending and Descending
I've quite honestly never seen a report development tool that does not allow for ascending and descending options. If there is a way to do it - it's not obvious.
Customize EMail - Resolution
Hi, when I resolve a request (via Tab Resolution in Request details) the System sends an email to the requester which ist split into 2 parts: - 1st: The original request - 2nd: My resolution Where can I configure/customize that email-Template? I want to swap tose two parts. Greetings Michael
Why Are The Filed Lists in Report Development Not Alphabetized?
Please consider having the field lists in alphabetical order. This can't be this hard to do.
search assets in change
hi guys, When I select assets in a new change, it's hard to select what I want by the asset type & ID. Can U add search option including the asset udf fields ?
Field Values based on User groups
Currently in the incident template we have a field name " Category" which contains field values as {"IT", "HR"} Is it possible to Now, we have 2 different User Groups of Requesters using the self service, we do not want one group to be able to see the Category value HR. Is it possible to achieve this? Please advice.
Exchange emails support
Hello, When (if eny) will be possible to support exchange serwer emails for incoming and outcoming notifications. Regards Mariusz
Organize Ticket Polling View
Dear Support, I hope we can add a feature that can help the technician organize their views on ticket. We have created a customized field named "Clients Name" and we want to have a view on all technician like on the below Group by "Client Name" and sort by "Ticket Status" and "Created Date" and Something like similar to Outlook that we can create a folder to organize the tickets. and a view of how many task is completed like 8/14 where 8 is tasks closed and 14 is total tasks in a ticket. or if we
Ability to add text field to a template that lets you choose several options
Ability to add text field to a template (servicereq. incident and change) that lets you choose several options , same function as the asset field and service field .
Tooltips for explaining field requirements
Hi, For templates with additional fields I want the description of the additional field to display when the user's cursor hovers over the title of the field. Am I missing something....is there anyway to enable this at all? It just seems strange for the functionality to be there for the main template description when viewing the request and incident catalogue drop down but not on individual fields. This would greatly help with some of the more complex forms we are putting in place for change management.
IDEA: Preventive maintenance should be given to technician with no admin role
Hello, it's a bit sad the preventive maintenance is only available in the admin panel, a simple technician should have access to create it (maybe with some limitation) but right now it cannot be delegated to a trust technician. i'm in the case where a specific non IT group has a lot of preventive maintenance to do, but there's no way i would give them access to the admin rights :/ regards
Access Group On Assets
Hi Dears Is there any way to create access group to some type of assets ? i want to create access group to some type of my assets. for example i need to give access to some special assets like Camera.another technicians shouldnt see some type. how i can have this? Thanx
Print Request with Tasks
Is there not a way to print out a request with the task list included?
Ability to take different actions as notes
Hello, Currently you can only add a note or worklog to a call, other systems I have used provide the ability to add notes/actions to a call history that are distinctive in their use. For example, Customer Response, Supplier Response, Configuration, Customer Escalation, Awaiting Customer Response. The ability to do this makes reading the call history a hell out a lot easier, and also allows the ability to report on the different actions taken i.e. how many escalations have been received. It would
Create Notes from a Worklog
I'd like to be able to automatically create a note from a worklog entry. It's important to track both time and the actions taken by a technician as a distinct entry with a timestamp. The worklog presently tracks the time, and the note displays a note about the actions to other techs working on the issue. How about adding a checkbox that would add a note based on the information typed into the worklog?
Notification Rules: acknowledge requester by e-mail when a new request is received - template per tech group?
Hi there, Ideally I would like to have a different template in use for different groups in Servicedesk e.g. mail is sent to techgroupa@xxx.com which routes into servicedesk@xxx.com business rules move the request to technician group 'techgroupa' requester receives acknowledgement email, with template 'techgroupa' mail is sent to techgroupb@xxx.com which routes into servicedesk@xxx.com business rules move the request to technician group 'techgroupb' requester receives acknowledgement email, with
Generate Changes according to email?
Hi, Is there a way that we could have an email address created to allow changes to be recorded in Manage Engine? As far as I know, only requests can be generated according to the emails received. However, I'd like to know the answer from you as I have to explain this to my team. Best Regards, Nicole
Technician Auto Assign - Need an Inclusion List rather than Exclusion List
Good morning, I have a scenario where a small group of technicians will be part of an auto-assign group, but the other techs will not. I've got 85 technicians, and 5 who are part of the group. Because we are using an exclusion list, it's really hard to see who is part and who isn't part of the group. The bigger issue is that unless a new technician is added to the group right after they are created, they start being assigned to tickets that they shouldn't. Would it be possible to have an "include
Description Field - Start At/Scroll to Top
We ask a series of questions in the Description field to requesters on the self service form; however on the cursor always appears at the last line of text. Is there a way to have the cursor start at the top instead of at the bottom? Often requesters don't know there are additional questions/text that are towards the top of the field and they don't scroll up to see them.
Send approval after task X closed
Hello. Maybe you can add to SDP possibility to send approval after parent task switched to closed? Or maybe you can add special task to sending approval to specified person? Or when field X = Y -> send approval Task 1 -> special task (send approval & close task) -> Task 2
Ability to adjust widget size on dashboard
Good day, Please add the ability to adjust the widget size on a dashboard. Kind Regards Renier
Comments option when re-assigning a request
Good day, Please add a "comments" option when re-assigning a request. (Currently only shows Technician and Group) Kind regards Renier
Inline emails and notes
Hi guys, Starting to get the hang of this system now after 4 days of heavy use and am enjoying using it. I'd like to propose an idea, and I'll apologise now if it's already available as an option but I couldn't see it. I would like to see the notes and the emails listed sequentially together in date order rather than having the emails separate from the notes. When I am managing a ticket I will use emails, private notes, and public notes, I would like to be able scroll through all information on the
ADD Custom Filed In Requester Details
Hi Dears Is there any way to add some custom filed in the Requester Details.I need add Product name to filter assets of user that are showing me. how i can do it? Thanx a lot
Auditing for SDP Administrator Changes
I would like to see additional reporting just around technician creation, granting and removing of technician permissions, and other types of events in SDP. Thanks, Adam
Asset Module improvments
Wake On Lan support for Asset scanning: This feature seems to be missing within the SDP application. Because this is missing, numerous failure to scans appear daily requiring a manual scan to be completed for current information. Basic funstionality would be to ping the system before attempting scheduled scan and if there is no answer, send the WOL packet flagging to retry scanning of the system after scheduled scan is completed (end of list reached). We currently have this feature in Spiceworks.
Request Approvals
I have the case when certain requests require approvals. I don't want to leave it to the technician to ask for the approvals instead for certain requests categories, I want the initiator of the request to be prompted to get approvals or at least the request get automatically transfered to the requestor superior. Once approved, the technician can see the request. Is that possible and how? Thanks Ramzi
Ability to add additional dashboards
Good day, Please add the ability to add additional dashboards in SDP. Kind regards Renier
Announcement with Subscribe
Announcements can be a convenient way to notify staff through self service of a system outage or major incident. I'd like to see a mechanism where a reference incident ticket and/or Problem can be linked to an announcement that has all the fields completed. If a requester/self service user hits a subscribe link on the Announcement; that reference ticket would be cloned/copied and open a new ticket for that customer automatically. If the Problem ticket is set to close all child incident tickets this
Purchase Order Email Template
There should be a way to customize the email template that is sent for purchase orders (Much like requests). And the email that is sent to the vendor should be customizable.
Change Request Priority and Status at the top of the page
It would be GREAT if we had the ability to change the Priority and Status of a request/incident at the top of the page. It's already displayed there on the right. Why can't those fields be drop downs?
Requester Name ?
Dear all, Please help me to combine Requester Name between email request and web form request, when I use email request, requester name is Display Name, but if I use web form request using AD authentication with pass-through mode, requester name display as account id??? Is there any suggestion for me please
SMS/Email For Requestors (the business)
I have a number of rules for contacting specific technicians when a IT service category has a priority 1 incident created. Those services also have key business stakeholders who want to be notified as soon as there is an issue in the same way; however, only those with technician licenses are identified as people who can receive email/sms notices from a Business Rule. I'd like to request you consider adding the ability to contact via email or SMS specified requestors from the business rules.
Associate request conversations with Solution.
When creating a solution from a request ticket, we would like the ability to associate the converations within the request so we can define the context of the solution. What we are currently doing is copying and pasting the information into the resolution or just referring to the request id. I did notice there is an enhancement request for a solutions template that would help as well. Is there a timetable on that enhancement SDF-26350?
Assets usability additions/changes
Hi there, I'm working quite intensive with the Assets and the Purchasing module. There are however some cavaets that make this not always as easy as it could be: Bulk changing fields of IT-assets/Non-IT assets/Asset Components - We cannot bulk change a lot of fields: Site, Purchase (acquisition) Date, Expiry date, warranty expiry date, Location, Product, Asset is currently in..., Vendor Name, etc... Most of the time a lot of fields get automatically filled in through the purchasing module, but every
Created by field
Hi I was thinking about my reporting, and tickets for Created by technician..at present I have a report that goes on created date for last week, and filter is on Technician. However, this is only for jobs where the technican keeps the job - if they assign the request to someone else, that metric never gets captured. How do i report on the technician that created the job - can we have a field called Created By, which will auto insert the technician's name who creates the request?
Enable replying on Technician notifications, to update the existing ticket with the reply
Good day, Currently only replies from notifications sent to sequesters updates the existing request with the reply. Please enable replies from technician notifications to also update the request with the reply. Kind regards Renier
Add Approvals and Tasks to Printing
Can you add the option to print approvals and tasks on requests and changes, please? The worklog does not record the approvers response, just that he or she responded. On tasks, the worklog records that the tasks are added, but not when they're completed. Right now, I have to add a separate screen shots of the to get the complete information. This is true for both my current and pending version. Version 9.0 Build 9046 in production Version 9.1 Build 9103 in test
Adding more logic to incoming email processing
Would it be possible to add the following logic to SDP when it receives incoming email? When fetching email for an open ticket, if the email is from a technician watching the group the ticket is in and technician is not the requestor, process the email as a technician's reply to the ticket and notify the requestor. Else process the email as designed (as a requestor's reply). The majority of our technicians are not at their computers most of the day so having the ability to reply to a ticket via
Is ManageEngine (ServiceDesk) interfasable with another Software?
I presented the software to upper management today and they brought up a question: Can I interface ServiceDesk with another software? We are currently using the Standard Version and was asked to investigate. The software that we are looking to interface it with is JIRA/Confluence from Attlasian. Thank you for your help. Israel
Notify Task Owner when there's a reply to email
Dear Support, I noticed that only the ticket owner is being notify when there is a reply from requester and not all the task owner. If there is a ticket with multiple task assigned to different technician. How can they be notified when there's a reply from requester? Additionally, Notification bell should have an option to show all notification in a 1 line list. this is extremely useful if you are receiving more than 50 notification a day. and there should be a markings if the notification has already
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