Sub-Cost Center
Would love to have a Subcategories under cost center (and yet another subcategory for that category). For example, we have cost centers for each location. Currently our costing is Department-Location for Cost centers, and we are actually adding a Cost Center as yet another layer in there (Cost Center-Dept-Location)
Template Sections/Headers
I would like the ability to create a section in a template where I can group similar fields of information in a box, with a header. For example, if I have a new user setup, I would like to section off information about the user (name, title, who they report to, start date, etc.) then have a separate section of fields to select which systems they need access to, or what equipment needs to be purchased for them. This would be very helpful for both the person submitting the request as well as technicians
Tech Scheduler Link with Outlook Calendars
Would like to integrate the tech scheduler with tech's outlook calendars.
Set requests to be "on hold" until a specified dat
We frequently get end user requests to do something like: "Please set up a projector for the all-hands meeting on Thursday of next week" Then the ticket sits open until it comes time for the technician to actually do the work. This really messes up our responsiveness metrics by skewing the average time to resolve requests. We could put the ticket "on hold" but then we risk forgetting about it. So the feature request is two-fold. First I'd like to see the ability to set a date/time at which an on
Drag and Drop Attachment
Hi In the Project area or any area really, it would be a good idea if you could just drag and drop an attachment rather than have to search of the attachment you want to add. Can this be done and if so is there a feature ID i can follow? Regards Adam
Barcode / PDA integration
We have 300+ pc's, monitors and peripherals we would like to track which primarily would be made easier with barcode scanners albeit not by having to export the data from the scanner into SD+, rather it would be easier to have a pda/phone that integrates directly with SD+ and utilises the inbuilt camera to scan the barcode and then return the details for the barcode and allow allocation of assets or a change of status directly from the pda/phone live on the system. I can see this being developed
Display groups according to categorization (Applicative)
Hello team, I want to propose an idea that would make life a lot easier for technician. when a request should be sent from a group to another, I think if we create a new button or list called "Applicative" that fetches the groups mapped/linked to the (Category, subcategory & Item) would be very helpful. I think explaining this in scenarios would be easier to understand. -------------------------------------------------------------------------------------------------------------------------- Current
ServiceDesk really needs a Windows Phone Client
Our technicians all have company supplied Windows 8 Phones, and a proper ServiceDesk App would be a very beneficial tool for them. Using a web interface on a phone is just not up to the job, a few of our staff have Personal iPhones or Android phones, and the apps available for these are perfect for us, we just need a windows version.
How to increase the currency decimal places in PO
Hi Can some one let me know is there a way to increase the decimal places in PO screen currently we have 2 decimal and i want it to be 3 ex(125.458) Thanks
Change Advisory Board Member Selection
Can you add a "Select All" option to the change management module when selecting the CAB members for a change. Currently i have to go through the list and select each member individually every time when i need them all selected
SLA escalation e-mail
Dear HelpDesk. In the escalation email can we send the remaining time [15 min or 30 min] instead of the due Date/Time [ 12 Mar 2015 4:30pm] For example : SLA Escalation; Ticket ##12345## is due in 15 min
How to recover a password?
Hi, Can anyone tell me what is the possibility for the SDP user to recover his password if he forget his password to access self service portal. Note: This question is not about Administrator, but for normal self service user (support requester). Appreciate if any of you can answer! Thanks.
User survey for Changes
Hi. At present there is a survey that is limited to the handling of requests. Running change management I would like to be able to perform spot surveys after completion of change requests made. I have no interest in the standard incidents being handled and the questions I would ask would be different to those asked by incident/problem management. How difficult would it be to have separate surveys for incidents and changes handled by the team?
Access to Requests by Category/SubCategory/Item
We would like to have the capability to allow a user to view requests that are identified by the Category / SubCategory / Item. So for example we have a Program Manager that is responsible for our eCommerce service. We would like to have requests where the Category /Subcategory / Item are set to Infrastructure / Systems Engineering / eCommerce be viewable by the Program Manager. Another viable solution would be that users who are added to the request via the E-mail Id(s) To Notify field are given
Request Custom Views - Allow Date Variables
This is a feature request to implement date variables into Request Custom Views. We use custom views for requests logged today and this week, but at present have to select a specific date and update it each day/week. It would be extremely useful to be able to simply specify "Today", "This Week", "Yesterday", etc against date based fields - similar to the date options available in the Reporting module.
Technician allowed to view options in Role Settings
When selecting the "Technician allowed to view" option under a technician role, I would like an additional role as "Assigned to him and unassigned" We would like our helpdesk technicians to only be able to see tickets that are in queue as unassigned that they can pickup and the tickets that are already assigned to them, rather than seeing all the tickets throughout the group.
Simplifying Request Tasks
It's a bit difficult dealing with Tasks attached to requests or incidents - you have to open each task, assign to Technician, then close the task from within the Task. It's slow and it's unwieldy. Is there any way to simplify this? There's a few things I could suggest; Make a "Simple task" type that is with a simple name and description with a status of "Done" or "Not done" and allow the option to attach these tasks to requests instead. Make a "checklist" fuction for requests - for example, a "new
Make the request viewing productive
Coming from Spiceworks, the email handling in ServiceDesk is a huge headache and completely unoptimized/unproductive for the technician. It's nice that it saves the conversation history but its really annoying that I have to rely on it to see what the latest status that is going on with a request. Should have an option to completely reverse this whole view -- the latest replies should be shown when opening a ticket and if you want to view the original request then you can view the conversation history,
Associating an incident to a change
When associating an incident to a change control you should be able to enter the incident number and not have to scroll through 42,000 incidents to find the right one.
Equipment booking form
We have an equipment booking form where we write any users who need to borrow laptops, ipads, projectors, etc for a short period. A great feature would be if users could view a calendar and book equipment by themselves, automatically placing a ticket/notifying a technician whenever a booking is made. Are there any plans to do this? Thanks.
Add verification prompt before deleting all the text in a field
I've just found out the hard way that accidentally moving between change management fields without clicking the save button results in anything entered in the current field being blown away. While this sounds relatively straight forward the issue is that there is no prompt that this is going to happen. Generally, in software, when you've entered data into a field and navigating away from it will blow away the changes you've made, you get a prompt confirming that you want to do that. This is definitely
Project Managent Additions
1. Enable "Add New" "Task Templates" "Dependencies" "Organize" "Close" "Delete" Controls on Milestones with no Tasks added to it Currently you have to add one task manually, then you can bulk load templates 2. Enable Bulk Priority, Owner, Start, End Time, and % completion on Tasks in Milestones 3. Enable Milestone Templates, Many projects for large enterprises entail performing the same set of tasks across numerous Locations 4. Require Worklog option for Tasks in Projects 5. Allow Change to
More customizations for the request view
1) NEED to have an option to assign tickets to GROUPS not technicians using that dropdown. Right now only technicians show up which is rather useless when you want to quickly assign a ticket to a group/queue. 2) NEED to either merge the tasks with the request lists or have the ability to have another window below the request list to show tasks. Clicking on that tiny task button to check if there are unassigned tasks is time consuming. I want 1 view to do everything.
Ability to pull request information from API using another metric besides workorderid
WorkOrderID is impossible to guess in an automated fashion. I'm trying to integrate 3rd party solutions into SDP to automatically create tickets but I dont want to duplicate a ticket if it exists already. Since I'm crafting ticket subjects with unique values I would like the ability to ask the API if a ticket exists with xyz tect in subject then dont create another ticket, else create the ticket.
Your Roadmap / Feature requests list
In many of my previous post, I have been critical of Manage Engine support / response to customer requests. I'd like to start this post by offering congratulations. With the release of the last several hotfixes, I have noticed that Manage Engine seems to be making a sincere effort to reduce the time it takes to stabilize the application by rolling out fixes in a shorter time frame. A number of issues that we had with SD Pus have been resolved by the last few hotfixes. As a way to keep on improving,
Needs the option to notify technicians when a request is merged.
At present, if another call is merged into an existing one, there's no option for an email notification to the technician the call is assigned to. We have a third party support company who sends us emails that get raised as new requests each time, and when someone merges them with the original request, it would be useful to have the option for the assigned technician to be made aware via email.
Change request status
The ability to change a request status regardless of what the request view listing is instead of having to open the request to change the status. I feel this feature would make changing request statuses more efficiently. Thanks
Feature Request: Add custom "Closed" status options
In the Change Management module of ServiceDesk Plus, I have created a new change status of "Failed". This status is for changes that were attempted but failed or were rolled-back. When I set a change to this status, the change ticket still shows as open, and I want failed tickets to show as closed (similar to completed and rejected change tickets) (e.g. does not show up in the "Open Changes" or "My Open Changes" views).
Active Directory Requestor Import Filter
Would be nice to have a way to filter with a query string which A/D accounts are imported as requesters. That way I don't get all of the A/D accounts (I.E. system accounts). I use this filter in other applications (&(objectCategory=user)(objectClass=user)(!memberOf=CN=SystemAccounts,OU=Groups,DC=domain,DC=local))
Assets
Dear All, I am using SDPE. I am already scanned the PC and inventoried. However, for the user assignation it was not detected. Is there any way to do it automatically? Because to assign for more than hundred users manually is not practical. Regards, Suhaimi
Hide Solutions from Technician Groups?
Hi there, I am wondering if we will ever see the implementation to have group specific solutions? Right now I have share point housing documents for groups but it's a system I'd like to kick to the curb in light of how good the solutions portal can be. I've seen some past forum posts on this subject where it was supposed to be part of the road maps back in version 8 but I haven't seen it since and the current road map doesn't seem to have anything on the subject. I would absolutely love to see
Cost Center Sorting / Filter
Would be beneficial in the Cost Center configuration to have a sort and filter option
Automatic Solution and Announcement suggest for Incident Requests
Hi SDP user, Still checking if any relevant solutions are available in the solution base or if any announcements have been made regarding your issue before you go on to raise one? Here we make it easier for you! We are planning to introduce a new feature to our product that enables automatic suggestion of Solutions and Announcements, when the user raises an Incident Request through their self-service-portal login. This is enabled only for users,not for Technicians. What is it? Before each new Incident
SDP integration with map
hi every one I want to Integrate SDP with Google Map to demonstrate Asset on Maps and Implement Location Based Asset Tree. Can everyone Help me?
Global email header for notifications
I do like the custom notification templates, but there really needs to be an option for a global header. Then in the notification rules page, another checkbox to "append header" on the notification templates. Otherwise its a very painful process to manually edit all 30+ templates just to add a little standard header info on the tickets. For example, the global header can be created with something like: Requested by : $RequesterName Created by : $CreatedBy Due by date : $DueByDate Category : $Category
Show voting button on solutions "Was it helpful? Yes No"
When a user is logging a request, solutions are suggested as the subject is typed. Once the solution is opened, the options shown are "Continue with request" and "Cancel request". My suggestion is to show a message saying "Was this helpful?" and options to select "Yes" and "No" so we can also keep track of how useful are the solutions published, apart from the view counter.
Add function to email or SMS non-technicians in Business Rules
It would be extremely helpful to be able to trigger a notification to a non-technician for very specific Managerial type events. For example we have a Business rule set to trigger based on a keyword "urgent" or "critical" and it should send us an SMS message and email our manager for off hours issues. This weekend another department tried to create an urgent incident and we were not alerted by SDP. I'd like to be able to trigger a "confirmation" that the technicians really were alerted, so that
Software suites
I've had a go with the Software Suites function in SDP 9, and there's one thing missing... A managed application can't be in two different suites. Adobe bundles (pre-Creative Cloud) have the same products in several SKUs. As Macs report them as separate applications, I can't set up a "Design Standard" suite with PS, AI, IND and Acrobat and a "Web Premium" bundle that contains Flash, but also contains Photoshop. Can this be changed? There's surely other suites out there that would need it, and not
Ability to set E-mail Id(s) To Notify field with Preventive Maintenance
When defining a Preventative Maintenance task, it would be useful to be able to set the E-mail Id(s) To Notify field, as you can when creating a request. It appears to be the only request field missing from the PM task creation screen. This would allow us to have the completion notification of a PM task go to a mailing list or arbitrary list of users, as well as the requester.
Site not assigned to Technician
For one requester, the technician cannot make request , error is " you cannot make request as the site is not assigned to you". Iam pulling out the requester from active directory and rechecked to confirm that site is already assigned to all technician. Tried removing the site and adding it back but the same error.
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