Sites that are not default site not available for selection
We have multiple sites (in different countries) and need to assign technicians to those sites. However, we cannot assign a task template to them nor assign a service catalogue template to any support group that is not in the default site. The logic therefore does not work, and we are forced to have everyone in the default site which makes a nonsense of having different sites in the first place. Isn't the whole point of having different sites, so that there is a clear separation of resources and activities.
Update first request when users are responding to mail thread
Good day, When a requester sends a mail to multiple parties and includes our requests mailbox, and users reply to that mail... it creates a new request for each reply. Please add ability for system to update first request when users are responding to mail thread instead of creating a new request for each reply. Kind regards Renier
iphone, ipad app - attachments
Please let technicians see included attachments from requestors, other technicians when using the iphone and ipad app. This is a big limitation preventing our on call technicians from using the application when out of office. Thanks,
User permissions on a "Support Group" Level
Good day, We would like the ability to set user permissions on a "Support Group" Level. We would like to give certain technicians "Read Only" access to a certain support group. The current permissions structure does not support this. Kind Regards, Renier
Improve metering for ServiceDesk Plus
The option of metering in ServiceDesk Plus is too poor. You have to get extra licenses of Desktop Central to get a better metering information. Would it be possible to get a little bit more information of metered applications? It would make SD+ a round application for ServiceDesk and IT managemet tool!
ServideDesk Dashboard
First of all, thank you for this great tool and for offer it for FREE. Please give us the tools to full customize the dashboard, we are limited by https://www.manageengine.com/products/service-desk/help/adminguide/dashboards/dashboard-customization.html Thanks in advance
How can I audit what roles and groups a technician belongs to within a scheduled report?
How can I audit what roles and groups a technician belongs to within a scheduled report? Currently, I have to go into each technician to view this sort of detail one by one. I would like a report view of this information for security auditing purposes.
Auto Assigining Technician After Requests Being Unpicked for X Hours
We are team of small groups (10 support members) and usually tickets are picked within a reasonable time. Yet, occasionally, tickets are left unpicked and I have set the ServiceDesk Plus to send notification to the group, but this does not guarantee the ticket pickup. So, instead of the notification mail, I would like the SDP to assign a technician automatically when a ticket left unpicked for a certain time. Let me know if this is already available. Thank you.
SDF-34264 Filter Dashboard by technician group
We have recently started to make use of the Dashboard, but have only been able to do so by setting all requests, changes and problems for a particular technician group to a "virtual" site we created for this purpose. This is not something we can do for the groups for whom site is important, and obviously is not the best solution - we really need to be able to filter the Dashboard by technician group in order to better manage our workloads. Looking back through the history of this request, which
SDP Change Module - Lock Down Change Request's once Change Manager has approved.
We are Users of ServiceDesk Plus version 9.0 Build 9039 We are having an issue with our Change Module and the ability for our Technicians to still be able to add tasks once the Change is approved. We need to somehow lock the Change Request down. We still need to provide the ability for the SDP Technician (Change Requestor) to be able to update the Planning and Implementation tabs, in addition too be able to move the Change down the line to the Line Manager, for acceptance, and then to the business
Add a “Place on Hold” option under “Actions” dropdown in requests view
Good day, Please add a “Place on Hold” option under “Actions” drop-down in requests view. This would make it easy to place multiple requests on hold. Kind Regards Renier
Monitor the number of threads used, handles opened, I/O reads and writes for each process in a machine using the Manage Engine Application Manager
Hello I am new to the Manage Engine - Application Manager utility. I want to monitor the different processes running on a windows server. And for each of these processes I want to monitor the following attributes: 1. Threads = how many threads each process is running (or owned) 2. Handles = how many files, sockets etc are currently opened by each process. 3. I/O Reads and Writes = input and output to other devices (disk, cpu etc) on the system. I was already able to monitor the memory, CPU utilized
Business Rule - Remove Technician
We have a variety of request types that do not take specific contextual knowledge to complete. For these types of requests I would like to have the technician automatically removed if a requester reply reopens the request. Is there any form of business rule or technician auto-assign that will remove rather than assign a technician?
Is it possible insert .pdf file in description of request?
Hello everybody. Is it possible insert .pdf file in description of request? Allowed file types is gif, jpg, bmp, png. How to add pdf to supported formats?
Edit Closed Purchase Order
There should be a way to edit closed Purchase Order (At least some of the UDF's) - I use some of the UDF for categorization and need to fix it up later occasionally. Another issue is I have accidentally closed Purchase Orders and need to reopen them to finish putting in invoices and payments.
Tech Auto-Assign - Skip
Can we have an option to skip a tech from the auto-assign when they are not available? We have 5 tech's and if someone is off or working a half day I have to go in and manfully edit the auto-assign settings each time. I don't want to use the backup-tech option because this if we are down 1 tech and I send one of the remaining 4 as the backup tech then that person is now getting double the amount of tickets then the other 3 techs. Thank you Marcus IT Support Manager
Dashboard: Request by Group
In the Dashboard I would like to be able to view the number of request by group. Right now I have a group for IT Support - General(Level 1 guys) IT Support - Network IT Support - Server IT Support - Application Dev If we could view # of request by group then I could have a better Idea on how many tickets are in each groups queue.
Auto create tasks under on creation of request
I want to create tasks under request with the specific words in it, for example, i want to re-install system, if re-install is available in the request subject it should create tasks such as install windows, install drivers, install applications etc.
Announcement pop up
When we have an announcement like a site wide outage no one seems to see the announcement its too low on the page. It would save us tons of time to have a pop up that a user must click ok. If you could make this option turn on and off. some announcements are not required to be pop up but some are.
View/login as
Can we have a facility to login/view as a specific user so that we are able to confirm what they have access to and can see?
Progress of feature in roadmap
I can see the ability to delegate an approval to another technician has been logged under SDF-41390,SDF-46108. Can you let me know any progress with this please, or please let me know where I can find progress on features? Thanks
Additional/Custom fields - multi-select
Could we have a field type where you can multi-select, either with tick boxes or select multiple options in a drop-down? It saves having to create multiple fields when all the information could be contained in the same field, but you needs to select more than one value.
Create Task based on Selected Category/Sub-Category/Items
Let me know if there is already an existing feature because we need to have this kind of feature. so instead of creating multiple incident template with set of task. it would be great if the task will vary depend on the category you have selected.
Automatic Status Change after responding to customer or customer has responded
Hello.... currently, the status is not changed automatically after we respond to customer, or the customer respond to us. We would like the status updated to 'Customer Working' (timer stop) when we have responded, and 'Work in progress' (timer continues) if the customer has responded. Is there any plan to implement this feature, since I think most of the help-desk software has the capabilities to do such thing?
Question on user password
Currently, ServiceDesk Plus is not possible to force local users to periodically change your password. This will be fixed in an update of the tool? Thanks you.
Support Group Notification Usability -- Preventing Replies
I'm wondering if others have the same issue: We have a total of 85 technicians, many of which are not direct support (ex. developers, QA techs, etc.), which means they don't look at SDP the entire day, they only go there when something prompts them to do so. That alert comes in the form of an email from SDP and, in some cases, we need to notify several different types of individuals that a new resquest has come in or has not been picked up. Here's the issue: The email notification makes it too easy
Adding a CC / Notification email to every new request.
Hi, I am looking for / would like to request a way to add a CC / notification email to all requests. As a manager, it would be much more convenient to be able to review all activity on requests via my inbox, instead of having to review all tickets in a particular support group. I can see how to add a notify to individual tickets, but I'm looking for a way to add a notifiee to all new requests coming in, perhaps by support group. Thanks!
More Additional Fields
Hi There, It would be great if we could have more Additional Fields and for those to include hyper links. Thanks Daniel
HTML e-mail
We switched from an older helpdesk software to ServiceDesk Plus about a year ago and like it very much. One of the biggest items we miss from our old helpdesk software is the ability to add HTML to the e-mail notifications. This allowed us to put the metadata for the request in a table making the notification easier to read for the end user. If we could get the ability to do this with ServiceDesk Plus it would be very helpful. Thanks!
Expose header tags in solutions
We are using ServiceDesk Plus with great effect in our organization and find one of the more helpful features to be the Solutions. We are working towards putting all of our current procedures and knowledge base articles into solutions and have run into a couple of issues. The biggest of these issues is the inability to use header tags. What we would like is to have several sections to our KB articles similar to vendor articles such as "symptoms, resolution, more information, etc" (see https://support.microsoft.com/en-us/kb/943144
Auto-closing work orders
I would really like a feature where we can place a request into a "Monitor" status that will close the work order automatically after a set period of time. What we would use this for is to setup a proposed solution, communicate this to the end user, and then change the status to monitor. If the end user does not reply back in the set period of time, the solution will be assumed to be valid and the request closed with a success status.
Stopping email replys to certain accounts
Some users, some devices and many external organisations will not handle reply emails. The ability to flag a particular requestor account as "do not email" so that the automatically generated emails (notify on close/resolve/update) are not sent to them will stop the current impasse we have. For example, one of our suppliers automatically sends us emails to notify us of any communications issues. However, the automatic responses from the service desk are recieved by their automatic system as a
Project suggestions
Hello guys, Let me first say that the suggestions below do not need to be implemented yesterday :) We are using Projects quite a bit, and are pretty happy with it. But may i suggest?: Add a 'Meetings' tab, where it is possible to type in your future and past meetings, and where we can include the meeting reports. In my case some of our projects have as much as 15 meetings during a project lifetime. Having a central register of all of those meetings, would be awesome! Add a tab 'Solutions' --> the
Task Improvements
2 Requests 1. In a request template that has tasks associated with it, it would be nice if you could "auto assign" to the user who the request gets assigned to. Maybe include a check box in the task to "Auto Assign to Request Technician." 2. In a request template that has tasks, it would be great if it wouldnt let you close the case if you still have "open" tasks. Would prevent tickets from being closed before all required actions are completed/documented. Thanks!
Importing Data
Is there a way to import data into specific fields? I have another help desk application that I must use with another vendor but am looking to import simple data into the Service Desk Plus application that our office uses.
image support for announcement
Hi there, I'm currently using SDP build 9041 Is the newer version supports embedding images when I create an announcement? We created a new announcement this morning (contains a screenshot) and email it to everyone, and realized that the image is missing from the email and formatting was off when viewed on the portal itself. Thank you for your advice.
Purchase Order From Email
There should be a way to send the email to the vendor of a purchase order from the technician's email address. That way if the vendor responds, they email the tech.
Dynamic columns
The columns in most of the summary views need to be dynamic for resizing and reordering fields. Often times, critical information is simply cut off and you can't read it without drilling into an item for further detail. Jeremy H. Danville, CA
Change Stage
I wanna add new "Change Stage". İs this possible at next releases?
Task Assigning
We have a template setup for New User setup requests that consists of about 8 tasks that need to be completed. A feature that would be nice would be the ability to assign tasks to the owner of the request. This would save us from having to go in and set tasks to that owner manually. So basically I would like to see an option under Owner to be something like $requestowner$ as well as a list of all the technicians.
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