adding forms to service templates
Not sure if this can be done but I would like to see the ability to add a company form into one of the templates so the users can fill it out whilst creating the ticket. T
Feature Request: Archive Old Contracts
I would like to be able to archive expired (old) contracts in ServiceDesk Plus to keep them available for historical purposes, but not have to see them unless I want to look at them. Thank you, Carey
Cisco IP Phones on SDP
Dears, we scanned and discovered the IP phone successfully but we need to have an option to assign it automatically to the users, can this be done?
SAML User Provisioning
A number of SAML integrations (WebEx and Salesforce, for example) offer a user account provisioning option. It would be nice if instead of relying on a .csv import or a separate AD sync tool, we could manage account creation via assignment of the application to the user within our SSO platform. Same for deprovisioning. Thanks, Ryan
Export requests to other server Service Desk
how to export requests from one server with Service Desk to another server Service Desk? Database is MSSQL.
Add either a Servlet API method or Email command to all for the creation of Change tickets
We have automated processes that we would like to leverage allowing the automatic creation of Change tickets in Manage Engine. Ideally this would be accomplished either via a new Servlet API method or Email command.
reports exported to Excel
All exported reports to Excell file are exported to old Excel format .XLS, can you upgrade this feature and start exporting to new Excel file format .XLSX? this old .XLS format has serious limitation, there is only 65535 rows per sheet. So, long reports are split into multiple sheets which is not very convenient when you need to copy and paste the data :) /mar
Automated message to chase user when call status is awaiting user response
This was a feature that I found very useful at my previous job. It chases up the user and a few times and if they still don't respond then the call gets closed. A lot of users seem to just create requests and if the issue resolves itself then they don't respond. I had a look at notifications but there doesn't seem to be anything that fits the criteria. I guess that I should mention that we have version 9.0 build 9003. Also, it would be very useful if the request automatically changed status to open
ServiceDesk Plus - when adding Members in a Project
The Members don't get any notifification that they are members in the Project. There really should be a choise in Notification Rules to notify members.... Best Regards Reidun
Not able to send large data to ME SDP request Module
I am using rest api to integrate the ME service desk plus with our product. But I am facing one issue while creating one record into request module of ME using Rest Api. Problem:- When I am trying to send less than 2400 character string into description field then its creating record into ME SDP , but for more then 2400 character not able to create record into ME SDP. I have tested my PHP-curl post method is fine but the ME is not accepting more than 2400 character for single
Network Scan Credentials
Hello, Can we get SNMP V3 as a credential?
approvals service desk plus
Can seem to add approval privileges to all users in one mass check box, is there an easy way T
MERGING REQUESTS
When merging requests I would like to have the option to determine which request with be the "primary request" There are times when new requests contain the more pertain information that should appear "up front" and not be buried in the conversation history.
how to intergrate ManageEngine SD Plus with Apache Subversion
Hi, Our Company is seriously looking into using ManageEngine SDP as our new client servicing system to help meet their expectations. Our in-house development teams integrate code versioning and collaboration using a product called Apache Subversion (SVN). A similar helpdesk system called Jira integrates with the SVN repository and is able to link calls with new versions of code that is submitted. I am hoping that there is something similar for ManageEngine Service Desk Plus. Any assistance would
Improve solutions main list view
Hi, I think it would be nice to be able to customise the main solutions list view to show only the actual 'Title' field only, not the so called 'subject'. So just show the title and not the topic and 2 line preview of the solution. Mainly I just don't want the 2 line preview as it clutters up the view and you see far less solutions per page. Would be very easy to do as you'd simply need 'title' added to the column picker. Also the title gets trucated with ..... at the end if more than about 50 characters
Improvement to internal End-User Survey functionality
Hi Team, Let me please propose some improvements to the Survey feature: 1) To enable HTML\RTF formatting in emails send with the link to survey.- IMPORTANT 2) To enable additional dynamic fields to be added to survey email subject \ content (today it's just a link and usually people can't recognize the request content / summary before clicking on the link) - IMPORTANT 3) Let us to decide when the survey is send, meaning if it is sent when ticket is Resolved or Closed (today, it is only closed). 4)
Save and Add to Solutions button
It is possible turn off the option for the technician to add a solution to the solution database when closed/resolved a request. (Save and Add to Solutions button) Because add solutions without anybody checking through to make sure it is accurate. This can lead to public solutions being made available that are not technically accurate. Regards!!
insert worklog blocked when request is closed
It's possible to block insert time in worklog request when the request is already closed?
ADDITIONAL FIELD WORK LOG
AS THE USER ADDITIONAL FIELDS, I NEED TO HAVE ADDITIONAL FIELDS FOR THE WORK LOG, IS THERE A WAY THAT I CAN DO THIS. THIS IS VERY CRITICAL FOR MY BUSINESS, I NEED MORE INFORMATION ON THE WORK LOG SCREEN.
Notify Group when ticket is assigned
My team was hoping for a notification rule that would email the Support Group when a ticket is assigned to a technician so everyone knew if that ticket was taken. Essentially notify everyone and not just that one Tech when it is assigned. It was a feature spiceworks had and was very useful for us.
SLA feature
Additional fields available in to the configuration of the SLA's
Variable to pass to Teamviewer
This has been asked several times but isn't being addressed: In order to use TeamViewer as a remote control software, you must pass the variable "ID" which is the teamviewer generated id number for the client machine. This isn't the client name. SDP will pass 4 other variables to a remote software command line, but not a user defined variable that would allow us to store the Teamviewer ID with the asset and then pass it to the command line. This should be a very easy thing to fix in development.
Analytics for Request-Problem-Solution
I've been trying to locate or figure out how can we associate a solution with to a Request/Incident and Problems. We usually create a problem if an issue or similar incident keeps on poping out. The problem tab is a great place to manage and handle a known/possible problem. I like that within the problem id we can associate an incident. This helps us build a case that there is really a problem somewhere. Within Problems tab, theres a Solution section where you put your Workaround and Solution. It'll
Solutions suggestion feature enhancement?
May I please request an enhancement for this new feature - solutions suggestion? Basically what I am after is to include an "X" (cross button) in the suggestion so the user can simply dismiss the suggestion? Regards Mario
Business Rules view needs to show enabled/disabled rules
We would like the business rules view under the Admin module to show enabled and disable rules in the grid view. Now you have to go into each rule to see if is enabled or disabled, very cumbersome during maintenance of these rules. Thank You, Craig -
templates for solutions
Hi It would be extremely helpful to be able to create templates for solutions. Currently many techs don't conform to our standard format for solutions which results in loss of consistency. Having the ability to create templates would be great
SD+ integration with other web-based system
We use SD+ as mail ITSM system and encourage colleagues to use it on daily basis. So, in order to promote it more we miss ability to add reference to other IT web-based systems in SD+ menu. You have done recently a change where the user\technician can click on "AD SelfService" button and get moved to your self service system. What about allowing the administrator defining new buttons like this to in-house systems? More, let the administrator to decide if clicking on the button will open the system
enable Request Status" field when creating conditions for SLAs
There is limited number of fields on which you can build conditions, can you please add "Request Status" ? This will simply allow us to exclude assigning SLAs to tickets which are e.g. Closed.
field to associate any CI not just asset
By default we can associate a ticket to an asset. however we have IT owned assets hosting applications that end users own. It would be great to be able to associate tickets to CI's other than "assets" (servers, other devices). This way I can chose a CI (eg. an application service) and see all tickets that were associated with it.
Workstation maintenance
Hello, In our company we implementing annually workstation maintenance and need to fill the maintenance date and details in Assets properties. Is there any method to add this information to Assets? Regards, Zara
A "Requester Impersonarion View" would be helpful
Often times when I'm configuring requester facing interfaces I have to save a change, log out of my admin account, log in on a requester account, review the impact of the change from the requester's perspective, then log back into my admin account to continue changes. This can be pretty tedious when trying to implement new processes. It would be helpful if there were a button to "View as a Requester" or impersonate a specific user's permissions to ensure that they have all the things they need and
Allow inventory agent to be configured without remote control service
I'm choosing not to use the remote control feature of the inventory agent on SDP. Right now, I must install the agent and then disable the remote control service (ManageEngine AssetExplorer RemoteControl). I would prefer if that were a configurable option when configuring the agent software before downloading and installing it. In other words, make it an option not to install the remote control service with the inventory agent.
Include asset history in the search!
Hi, The requests for being able to search / track asset history go back over 6 years (the ones I've seen while looking for an answer to the question 'Can you...'.) The answer in each case has pretty much been 'We'll be adding it to version x.x'. It seems to me to be a pretty obvious thing to want to - I was trying to figure out how to do it after using ServiceDesk for just 2 days! "Hmm.. Which assets have been assigned to Dave in the past?" "Which assets had a particular number put in the Notes
Workflow design in Service Desk for authorization
Place a work flow design process based on templates and categories or separated. The thing is that if the request is a problem or a service or design request, all the people involved in the process get automatically notified by the solution and the approval process can be achieved without hesitation by all parties. Once you define the categories or a template, then you will be able to create a work flow based on that, or create a work flow and assign the work flow to the different templates or defined
Co-relating Request - Problems - Solutions
I've been trying to locate or figure out how can we associate a solution with to a Request/Incident and Problems. We usually create a problem if an issue or similar incident keeps on poping out. The problem tab is a great place to manage and handle a known/possible problem. I like that within the problem id we can associate an incident. This helps us build a case that there is really a problem somewhere. Within Problems tab, theres a Solution section where you put your Workaround and Solution. It'll
ServiceDesk: Changes - Completion of Record vs. Completion of Release
(requested with respect to ServiceDesk Plus 9018 Enterprise) apologies as these may be duplicate although I could not find them when I searched Enhancement Request 1: Specific Change record attribute "Release Completed Time" Reason: There is a large difference in our organization between doing the Change work and completing the documentation. This is particularly true with respect to retrospectively documented Emergency Changes. We desperately need to be able to identify when the actual work
ServiceDesk: Change Stage & Status - Associated Tasks and Requests/Problems, and personal Change List Views
(Request made with respect to ServiceDesk Plus 9018 Enterprise) As on my other posts, I again want to note that we really appreciate Change Workflows. I have a couple more suggestions that really enforce the documentation process supported by Workflows... Enhancement Request 1: Remove 'Requests initiated as a result of this Change' from the Planning tab and make this an area of the Review tab. Reason: This is documentation vital to the Review process and when someone is reviewing the Change outcomes,
email integration for change management
Changes I deal with often start from an email, is there a way to forward in and integrate emails in changes, the same as you do with requests. I am currently using the "notification" functionality to email our supplier about things we need them to do as part of a change but am aware that if they reply to the email it'll be lost.
Add column in Asset groups
Dear Employee, I have made new custom groups under assets, I was wondering I could change the column because I wanted to see the description of the asset but this was not an option. Is it possible to add this feature? It will help me allot better to manage the assets in one view. with kind regards, Jordi van Oosterbosch
Availability to assign group based in to the category, subcategory & item
In the option of the capture the name of category we have (Version 9027) the availability to select the technician or Change Admin, In order to make the assignation to groups/technician for the implementation more fast and easy, the bulk import is the best option including the group assign field... in fact is better choice than create a business rule for each combination of category, ex. I have 4500 combination of the category, subcategory & item (bulk import (no problem)), I need create 1500 business
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