Request Link customize
Hi, I tried to find similar link to my problem but wasn't that lucky :) Is there a way I can customize request link inside of the request? For instance, when request is created and technician recives email, there is a request link at bottom, but instead of giving the link I created, it gives link of the server name where software is installed, link http://server/workroder... instead of http://helpdesk/workorder... I don't want technicians or requester to recive emails and to know on which server
resolution description enhancement
Hi, I just wondered if it's possible to have an option to exclude certain description in tickets' resolutions. I have run a report against resolution description and quite often technicians put the below: "Done" "Resolved" "Completed" As you can see these are not correct so I need to find a way to prevent technicians providing the above descriptions. Regards Mario
About search feature
Hi, In ServiceDesk Plus, is it possible to search in conversations? I tried and couldn't find a result. For instance, a requester ask me to change something with a GSM line and wrote the line number as "123 1231 12 12". When I reply this request, I'm writing this number without spaces, like "12312311212". When I try to search like "12312311212", it returns no results but I know it is written in conversations. Version of ServiceDesk Plus is : Your Version : 9.0 Build 9017 Latest Version : 9.0 Build 9041 [Details]
Merging Tickets
Folks, Since we get requests via auto-ticket creation from email, our users will often ignore the receipt and forward the old message again when they would like a status update, generating a new ticket. In merging the requests, however, it isn't particularly easy to find them. Can we have a filter for Requests for this requester in the merge ticket box? Thanks, Adam
Demand/resource management?
Are there any plans to add some kind of demand/resource management to the Project Management module so that whoever is assigning resources has an idea of how much any given resource is already committed to other tickets or tasks?
Premature Creation of Request via Resource Field
Hello, We have had several complaints from our users when their request is created before they have completed submitting a service request through the self-service portal. We have discovered that this happens if they press enter when completing any of the additional 'resource' fields. It effectively does the same as hitting 'Add Request'. Further inspection shows this also happens for the technicians. Has this already been reported as an issue? We're on build 9039. Cheers, Frank
in request view, display an icon if the request/incident has associated tasks
Hello it would be very helpful for the dispatching, if in the request view, icons were displayed if the request/incident has associated tasks: one (lets say) red icon if all associated tasks are still open one orange icon if at least one associated tasks is still open one green icon if ALL associated tasks are closedIt could be done in the same way than conversation, notes or approval status icons are displayed. Thanks a lot for your feedback Best regards, Marc
locking work order
Could you plan to implement the locking work order function, If a work order has been assigned to a technician, he can lock this work order, and Only this technician can edit this work order.
export templates and business rules
Hello, Within SDP we are developing/customising templates and business rules in our Development environment, and once checked/tested would like to export them and import into the Live. At present there doesn't seem to be a process for doing this. Can you advise if and when you are expecting to have this facility available? Many thanks
change the requester
is it possible to change the requester of a ticket? i want to change the person who requested the ticket background of my question: if an user sends a request to my personal email i want to forward it service desk. afterward i want to change the requester to the person which initial wrote the request-mail.
Favourite Views
I'm not sure if this has been suggested yet but it would be cool if you could switch between your favourite views using tabs within the requests tab or something similar. We have a lot of views and having an two or three buttons/tabs seems a lot more convenient and easier. Thanks, James
Creating a request - select requester from site
Is there a possibility that instead of using the requester as the starting point for getting the specific details of a request/ticket, we can first select the site, and then have a selection of requesters from that site? It would make the workflow much smoother.
Request Acknowledgment
I'm looking for a way to have the technician acknowledge the request when they pick it up. I don't want to automatically send the acknowledgment for each ticket but instead have the technician send the acknowledgment. So here's the flow I would like: Ticket created in SD+ > Team Lead assigns to technician > Tech decides to send acknowledgment > Button pressed > Email automatically sent to requestor. Has anyone found a way to create something like this? Nathan
Requester Notification from support group
Can Manage Engine develop to ability to have the requester acknowledgement of ticket creation from multiple/different support groups. We would like to identify in the notification the support group it has been assigned to (based on the email address it was sent to for the support group) to be different for each support group. Currently having multiple "teams" work in one instance makes the notification very generic rather than a personal dedicated response relevant to the request being logged
Work Log - Category
There should be a category associated with work log. I would like to categorize each entry so I can sum up how much is for certain ones (IE: Research time, implementation time, troubleshooting time, etc)
Assigned Tech email at request creation
I would like an option so that if a tech is assigned during request creation, the requester only gets 1 email (rather than the one for the request being created, and a second one for the request being assigned a tech). Otherwise we are spamming too much to our end users.
Share attachment with requester
Maybe there's a way to do this already, but I'd like when uploading an attachment to a request to have an option to share it with the requester so they know there's a new attachment. Or, When replying to a request, there should be a way to include an attachment that's already on the request.
Purchase Order - Add Invoice
When adding invoice, I would like to include an Invoice Date (which is the date printed on the invoice, different than the date received).
Assign to self option for request template
It would be nice if when creating a template the technician could be set to 'self'. This way multiple technicians could use the same template to create a request and by default it would assign the request to the creator. This is useful in the case where requester is calling into a help desk and the individual who answers the call takes ownership of the incident. I've seen similar requests made in the forums but not worded in this way. The option of a business rule does not work at this time because
set surveys based on groups
It would be great if surveys could be configured based on groups. We have multiple groups in the organization using Service Desk Plus and we'd like to use the survey feature. However, each group has different needs and some wouldn't even need surveys sent out. Right now I can only turn surveys on or off and they apply to the entire organization. I know I can set them to only be sent to ever certain number of requests or requests per person. Being able to set them based on group would be much more
default Templates and requestors using the workflow functionality
Hi Guys, I am trialing your product and thought I would suggest an improvement in relation to templates and requestors. In a larger organization, it is quite probably that many new user templates are required to cater for variations across an organization i.e. to cater for different teams being members of different groups. Arguably you could have a template for each job role in an organization. A problem I have is, is if I log on as a manager, lets say for the finance department, by default when
Need to have site-specific support groups that mean that pick list of technicians is appropriate
We need (and cannot be the only ones) to be able to define tasks for different groups that are site-specific. Currently the only groups available for a helpdesk task template are from the default site list and not from additionally create site-specific groups. Since we cannot nest groups, this is impossible.
Purchase module - Multiple Companies and brands
Hi there I would like to request the following feature. My IT department is responsible to source and order IT equipment and software for all the companies in our group. The issue is that we have multiple brands and the PO's have to reflect the specific brand details as every Company has in the group have their own tax registration numbers, logos and registered address. The ordering process remains exactly the same. The request is to have the following: - A place to load the sub company's details
Purchase Order - Order Number
I would like a place to store the Order Number, We could do this as a UDF, but there maybe multiple order numbers per purchase order, and would be good to track that through. Then when the Invoice comes in, we should be able to tie that back to the order number (I have many vendors who invoice on each "order", so I get multiple invoices / order). Also when adding invoices, there should be an "Invoice Amount" again, as we can have multiple invoices/order.
Attach Packing List to PO
While we can do this on the actual PO itself, it would be nice to have this separate feature as part of the Receive items. Also there should be a way I could delegate this permission (receive items and attaching the document) without giving tech's full access to the purchase order.
Add Tasks option in Print Preview of Request
When I want to get everything printed for a request, I'd like it to include all of the tasks and their statuses. I saw that the WorkLogs get put on the screen but I don't get any other information about the tasks associated with that particular request.
Separate Workarounds and Solutions
Hi, Workarounds in Problem Management are not something that we use a lot. However when when a workaround is created it is added to the list of solutions without any distinction. Which means that when browsing and searching in the solutions tab we do not see the difference between them. The only way to do it is to add a keyword but it is not user friendly. Would it be possible to add something like tick box and a filter ? Regards, Aurelien
Modify default widgets on the dashboard
We can add custom reports to the dashboard, but they get hidden on the bottom of the screen due to all of the default widgets present. It would be nice to be able to remove them.
Survey not-applicable
Would like a N/A (not applicable) option for the survey questions that does not affect scoring if the requester selects that option.
Number of views in Requests and its customization
Gents, can you please add an ability to change a list of views for requests ? At the moment there a lot of useless views. You need to spend some time to scroll this long list to choose the correct one. Would be nice if user can create a personal favorite list of views, which will exist at the top of the view list.
Purchase Module GL Codes and Cost Centers
In the purchasing module I would like it to display the NAMES of the Cost Centers and GL Codes along side the numbers in the drop down list when creating a PO. It can be confusing to select a GL Number without a reference to what it refers to. We end up having to refer back and forth to figure out which GL Number is the correct what to choose. If the drop down list included the name of the GL code or cost center then it would be much easier
Survey Schedule
Two features I could see in the survey schedule: 1) Send survey every X requests closed by technician 2) Manually create surveys to users (as an admin, I may want to target specific surveys to ensure the same requester doesn't always receive a survey).
Notes Email Requester
There should be an option in the notes on a request to "Email this note to the requester". Sometimes we want to let the requester know of the note as well (so they know we are still working on the issue/request) without having to take the extra step and send it again in a reply (thus duplicating process).
Conversations Sorting
The conversations really needs the option to be sorted in descending order and what would be really nice is to filter out "system" conversations. I want to just see conversations between the requester and the tech. Also the latest conversation should be expanded by default (since its the most recent reply to the requests)
Feature Request: Desktop Notification
I suggest that we have some kind of desktop notification for machines that have an SDP agent installed. This should be triggered when an announcement is made on the ServiceDesk for urgent issues, like emails being down and therefore an email notification of the issue wouldn't be received. I know there is other software out there that can do this but it would be good to integrate it with the Announcements in SDP. For example:
Business Rule Actions "Set Request Mode as"
I would like to request the following action be included as a choice when creating a business rule: "Set Mode as" We have automatically generated emails that come in through a web form and it would be nice to change the request mode from Email to Web Form. Thank You. Nick
Create a known problem and link a solution or workaround
This request is for a feature to create a problem in Servicedesk Plus and be able to link an existing solution or workaround to the problem.
Effective Access Permissions for user
Would like to be able to see what the roles assigned to a user gave them for permissions.
Time Spent and Work Log
I'd like to propose renaming the Actual Time Spent field under the Timer Tab to say "Actual Time Spent Assigned". I'd also like to propose adding Time Spent Work (or some better name) that shows the cumulative time from the worklog and the details below of each worklog entry for the request. Thanks, Adam
Tasks and Work logs roll up to project
If there's a project associated with a change (or requests to the change/problem to the project) these should roll up to the view in the project itself. This way when I'm on a Project, I should be able to see all tasks and work logs related to said project.
Next Page