Resource Info
I wanna customize resource info.For example; I have dropdownlist and textbox. I wanna this if first option selected textbox has to visible else textbox has to invisible
Upgrading Problem
Hi; My version 9.0. build 9048 and i'm trying upgrade to v.9.1.I downloaded this option( https://www.manageengine.com/products/service-desk/service-packs.html ). But i saw " patch can be applied only over 9100 build. incompatible service pack ". What should i do?
Cannot login to service desk plus
I recently changed the Domain controller to a new server with new server name after which I cannot log in to service desk plus with domain credentials...please assist
Email ID to Notify as CC
I noticed that when using the Notification: "Acknowledge Cc users by e-mail when a new request is created" that when triggered off of the "Email Id's to Notify" the Cc Id (not the requester) receives the notification with their email listed in the To: email field, not the Cc field. More importantly, even if they're listed in the To: field they do not have a Cc field completed with the other emails that were also notified - including the Requester. This leaves the secondary user without any context
Notify All Technicians on Request Updates
Feature Request: The ability to notify all technicians of every update of every request. We are a small IT group (3 people) responsible for all 400-some users, and if we don't see updates on every ticket to know what's going on, we can't properly support our users. This is a DEALBREAKER for us with ManageEngine; if we can't find a solution for this or get the feature put in soon, we're just going to dump the product and go with something that can. We *cannot* use the Helpdesk feature without
Can it be possible for a status change on a CR automatically trigger a status change on a linked SR?
Can it be possible for a status change on a CR automatically trigger a status change on a linked SR? Example, if a SR is raised for something to be developed, a subsequent CR is raised then, and the initial SR is linked to the CR, but I would like to see some form of automation here, like: - When a CR is raised and a SR is linked to it then the SR status should change to 'Pending Development Approval' - When a CR is approved, then the linked SR should change status to 'In Development' - When a CR
Sort model in combobox
Hello, For friendle UI add sort to combobox with model
Extend Custom Views to Problem, Change, Projects
We are expanding the use of ServiceDesk to include multiple development groups as well as infrastructure. It would be a nice feature if on the Change, Project, and Problem tabs that the custom views functionality that is present on Request were present. In this way we can easily filter large number of changes, etc by support group or other field based criteria.
Service Catalog order of display
HI i am urgently looking to try and sort my Service catalog in order of importance rather than a-z as it is placing less important/used forms at the top rather than lower down. Will a fix or future version allow editable control to sort your catalog? Using SDP version 9.0
Option to Hide SLA timer from Self Service
As we look to mature as an organization I'd like to use SLAs for Requests; however, while we internally adopt to working within those time constraints I'd prefer not to advertise the SLA clock on the self-service portal until we are running smoothly. Is there a mechanism to "hide" the SLA clock to requestors so we don't advertise or SLAs until they are completely refined?
Unable To Sort By Numeric Fields
Hi, We have one numeric field in the service desk, which contains a priority number given by the requester. We have a custom report that we use to display this priority list, but we seem to be able to sort our report by all fields except for this numeric field. Is this a bug that it isn't possible to sort / group by numeric fields? It doesn't appear in the group by or sort by list when creating the report. Regards,
Subcategory free text
Hello Team, Is there any future plans to edit the "Subcategory" with free text? I suggest if we can only allow it to the "Subcategory" field, once entered and hit enter, I get a pop-up window with all that applies for this "Subcategory" from Categories and Items, then I can choose the row that fits. Please let me know if you need more clarification... but I think this feature will really help everyone to achieve what they're looking for... Technician and Requester. Kind Regards, GS
Can a Technician change the template?
If a ticket has been created using the generic default template can a technician who is assigned the ticket get the option to choose the correct template? This would help if ihave customised all my templates . Example generic template used for applicaiton password reset. We then would look to apply the password reset template which has some additonal fields in it for the tech to select.
Self Service Portal Details
Request The ability to manually send the Self Service Portal details to a user. Via Technician or Link on login page. (Obviously not on SSO) Reason. SDP is not published externally however external clients and customers will email in requests but do not require the email as they will not be able to access it. I have to use a junk filter stopping any external domain from getting ANY notification. (I really dislike the all or nothing or nature of this product but alas we're tied up in it.) User
iOS App addition
Hi I would like to request all functionality of service desk plus be added to the iOS app. We desperately need the ability to modify workstations. Our IT Techs travel from desk to desk and they cannot make asset changes while at the users desk using their mobile device - they have to come back to their desk and then make the necessary changes ie assignments, etc... It would be so much helpful when doing physical inventory and make changes on the fly rather on a dedicated app (with a barcode scanner)
Actions available for Service Request
Hi team, We started using Service Requests recently and so far have found 2 functionalities not available for Service Requests, while they are available for Incidents. Could you please advice if this function is available, probably we are not seeing it. We're running SDP 9.0 Build 9044. 1) If you have a service request and need to convert it to Incident, the action is not available. How can we do this? If it's not available, can we have it as an enhancement/fix? The scenario is that customers or
Ticket list flickers when moving the mouse over it
Hi guys, Just upgraded from 9004 to 9046 today, I note that now when I move the mouse down/up the list of tickets that the list flickers for all tickets below the current row. Seems to be that when the cursor moves over the 1 pixel line between the rows and the yellow highlight is removed the row height expands (downwards), when the cursor moves over a row the row height contracts (shrinking upwards in height), hence why all rows below the current row flicker. Thanks!
Customizable Subjects for Reply Templates
Currently, the Reply Templates can only be customized individually for text of the body, and the Subject of the reply is controlled from the notification below. E-mail Templates for : Replying to a Request To show you an example, we would like to be able to use a customized subject line for this specific reply template, but can't because the Reply subject is set at a global level. We have certain replies for operation events that contain different information than a standard reply to the requester
Create New Custom Fields - Restricted
I was trying to create a few custom fields for my custom incident templates. After i could create around 15 Now the system doesnt allow me to create any more text fields. Other options are available though [Number, Date and Decimal]. I am using standard version., Any help appreciated. Abhijeet
Requester Notifications
Hi, In Technician notifications we have alert - Alert(or Notify) technician by e-mail when there is a new reply from the requester. Is it possible to add similar alert in Requester Notifications - Notify requester when there is a new reply for his request (it can be send by technician or someone else). This would reduce the time to watch for changes in requests. Best regards, Dmitry
Any way to have "reporting to" copied on requests from subordinates?
Good Morning - Is there anyway to have the requester manager the ability to view and be notified automatically upon ticket creation, update and closure?
Provide a means to add a global field to ALL ticket types
Create a way for customers to add a GLOBAL custom field that is applied across all tickets regardless of type (both Incidents and SRs). Something similar to the global DueDate field. Another example is the Priority field. Currently, custom fields are specific to ticket type (ie Incident vs Service Request). This works for some situations, but does not work well in situations where tickets need the SAME field, no matter that their type is. Examples: - Creating a ticket RANK field requires TWO custom
MS Project server integration
Hello all, I would like to request that the Projects in ServiceDesk Plus have the ability to sync with an MS Project Server that is running on Sharepoint 2013. A two way sync would be ideal, but a one way sync from ServiceDesk Plus to Project would work as well. Thanks all!
Region, Devision, Site
Please let me preface this with, I realize that SDP is designed to do everything around site: We have a more sophisticated organization that doesn't fit into the Region/Site/Department structure. We have Organization/Region/Company/Site/Department. Because of this constraint, we have assigned the different Divisions into the Region designation, and we have then assigned their locations as the site. (I should say that we would still like to be able to support by geographic regions such as timezones.)
Re-allocate software licences
We have encountered a painful issue when we replace a workstation (which we do every 3 to 4 years) we have to manually go through the software licences and move them from one workstation to another. Is there a currently a way to move all software licences from one workstation to another? And if not could this possibly be a feature in the future?
Provide a multi-select field
Provide a multi-select custom field option within incident and service request forms -- ideally, a global field that spans any ticket type vs separate fields for incidents vs service requests. I searched the forums and found another person had asked for the same feature 2 years ago, but did not get much of a response other than "we'll add it to the feature enhancement list." I received the same response to my inquiry. If a multi-select option is not available, is there an option to place custom
Automatically associate PO Assets to User based on Service Catalog request
A great feature for your upcoming Purchase request module would be the ability to have a Service Catalog spawn a PO for equipment, then associate that equipment with the user automatically in the CMDB module. From there, the information would be available to run reclamation reports when individuals leave.
Upon reply, allow status of ticket to closed
When we reply to a ticket it would be handy if we could also check the box to close the ticket rather than change it to just "on hold" or "open". Most of the time, when we are replying to tickets it's actually the final step so it would speed things up for us.
Assign Category List to Group
Hello, I hope you are able to create this. Is it possible when you select a group, they have a certain set of Category Lists. Greets, Jeroen
More permissions for Requesters
Would it be possible to enhance the current permissions for Requesters? We have got a department in our organization that they need to monitor activity in our development department (Support group) that would include Requests, Changes and Problems. I have set up some reports that would list all outstanding issues, but this is not ideal for the business. The workaround for this is that I have converted their accounts to technicians, however this has taken our technician license. Also I struggle with
Change Module To Work As Advertised
Please change this module to work as advertised: The main servicedesk webpage for the Enterprise edition claims: Change Management - Implement a comprehensive change management system that allows you to handle pre-approved changes and changes with complete approval cycle. This is not true as it does not allow non-technicians to approve changes. Any manager within the company can have change approval within their department. I work for a media company and all department managers have to approve their
Flag users as VIP
We are looking for a way to identify users as VIPs so that we can process their requests/incidents faster. A simple VIP flag or icon next to a users name/title along with automatically setting the priority to high would really be helpful.
Incident\Task global view
As we move into using tasks as a way to manage workload, we would like the ability to have a consolidated and configurable view of all tasks and incidents. These views should be customizable for a specific individual, group, or using any of the existing criteria that you have in the incident view management.
Problem-Feature
Hi Dears I have some technicians that are memeber in some support groups but i want to member them in the user group of another type of requests.how i can do it? they are technicians and should have to member in the user group how i can do it without using of another user for theme? please help me thanx a lot
Worklog timestamps
Often our techs will need to go back and add the worklog. We see that the end time is populated by default. I'd like to be able to enter the start time and the amount of time worked, and have the completed time auto-calculated upon exiting the field. Presently we have to struggle with the following scenario: Let's say the end date is auto-populated to the present time (some time after the tech has finished their shift. (Ex. 2015-05-22 05:45). They go into the ticket and enter the started
Get Phone Number with API ?
Hi @all, is it possible to get the phone number of a requester over the API? By using the custom triggers the json File do not contain the number. Also the xml by http is created without the number. Thanks in advance Christoph
Add new field - Full text?
I need the ability to add new fields bigger than the "multi-line" field. I'd like to be able to add full text fields, as the "multi-line" field type is too small for what we need.
email notification for ticket assigned to a specific person
I have a group of people in our helpdesk ticketing system. We all receive an email when a ticket is generated, but we do not have a way to receive an email when one of us picks it up from the system or if the ticket is assigned to someone. If this is not too much, could you guys implement this feature in the system?
Dashboard: Request Summary filtering by groups
Dear ME team, I am about the feature request to make filtering by support groups for request summary on dashboard. This feature is important for realtime monitoring but absolutely useless, when you have different support teams - all managers see average statistical values as for Legal and IT departments. There is 4 SDF on roadmap since a long time (the first one was 34264) but it still unattended...
Feature Request - Email Commands remove from Description
Please have an option to strip the commands from the description when using email commands like you do to the subject line. It adds to the clutter and confusion for end users as they get email information about it.
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