Sorting by Priority
When sorting by priorty, the requests are sorted by priority...alphabetically, rather than by actual priority. So we end up with this: Rather than: High Medium Normal Low On a similar note, I'm not sure what the priority difference is between "normal" and "medium"; It seems like based on the color differentiation, normal is a lower priority.
Create additional fields that pull data from Active Directory
I would like to be able to add fields to templates that pull information from Active Directory. For example, a field that shows a requestor's login name.
Custom view with multiple operands
Hello, It would be really nice to be able to combine AND/OR operands when creating a custom view in Service Desk Plus. Marco C.
Export and import whole data to other server
Hi all, We want to export and import following data to other SDP server for requests and solutions. Custom fields Inline images Attachments Request histories Because our company currently has two divisions and each division has SDP separately. But near future, these divisions will be merge then we need to merge separate SDP. I hope you will consider to implement this function on future SDP. This topic related following question: Question: Export requests and solutions to other ServiceDesk. Best regards,
ServiceDesk Change Closure Rules - Prompt for field completion as you exit Stage
(with respect to ServiceDesk Plus 9018 Enterprise) Current Build behaviour: When "Associated tasks should be completed" is checked under Change Closing Rules Implementation Tasks are still pending you select a Status Action that moves the Change from Implementation to another Stage ....the Implementation Stage locks for editing (regardless of the Change Role). When you go to close the Change it will not let you do so because the Task is not Closed. The ChangeManager must set the Stage back to
Attachment in notification
Hello Can you post to feature possibility to add attachment to Notification message? SDP 8.1 Thanks! Dmitry
Last Update Time Needs to update
We would like to use the Last Update Time field to sort our request view to ensure that requests with the most recent activity stay at the top. This however is not working to our liking for two reasons: 1.) The Last Update Time field is by default 'null' upon request creation, so when sorting for the most recent activity at the top, it puts the null values at the bottom instead.. The opposite of what is desired.. 2.) The Last update Time value is not updated when a request receives a reply from an
Preventive Maintenance Task Schedule Update to Allow "Every 2nd XYZ day"
We perform our OS updates on certain sets of machines using a schedule of every 2nd Friday of the month. It would be very convenient to create Preventive Maintenance Task with this type of schedule
Site manager as approver
Our approval process usually includes the site manager and requestor's supervisor. Since the Site Manager is not a field in the Sites configuration, I cannot automate our approval processes. This would be a very helpful item. If someone knows a work around, I would appreciate the advice. Thanks
Service Catalogue: Disable 'Show to Requester' when copying a Service Request template
(Requested with respect to ServiceDesk Plus 9018 Enterprise) Issue: We frequently need to duplicate Service Catalog Service Request templates during working hours to configure a variation of the template on offer. When we duplicate a template that the Requester has access to it is immediately published as 'OriginalTemplateName - Copy date' and still published to Requesters. We either have to make the original temporarily unavailable to Requesters before we copy it, or have Requesters potentially
Adding text to request templates
IT would be nice to have the ability to add some text to a service request/ incident template to give some help to users who may not understand what the field is for. For ex. on many forms you have a little icon beside the field that when click, a little box pops up giving some context/help on the field. It would also be nice to be able to add some text in the template that is not associated with a field label. This would help to organize more complex forms. For example we have a paper form that
Allow more granular options to viewing tickets by requestors
We need the ability for Managers to see only their direct reports' submitted requests. We need the ability for Directors to see all subordinate-submitted requests (meaning their direct reports and the direct reports direct reports), independent of department.
Add column
I would be able to add a new column. I would see the "Lease time" under assets. Is this possible?
Add Requester Details
I want to add a field in the requester details that will show up on their request automatically. It is their room number. Could anyone advise how to do this as it does not seem possible to change the Requester Details box.. We can add the room number to the AD in location field.
Customer with many email-addresses
Hello for the last two weeks I have been struggling to make ME SD+ to register multiply email addresses on a user. today I do this by adding extra columns on the user field and writing the emails that our costumers can use when contacting us. The problem is that ME SD+ don't recognize this when incoming email is sent for this extra mail-addresses and this creates a new requester. I need a function that can handle this because is getting more occurrence that costumers have many email bases on what
E Mail ID to notify field available on Change request form
Hi Would like to request that the "E Mail ID to notify" field is made available on the change request form. We have to notify other business unit owners if a change is submitted/planned/approved/implemented/reviewed and closed. It is a pure notification as a business unit owner may not be the line manager or change approver. I would also like to ask that feature request SDF-36747 "Autocomplete of E Mail ID's to notify"is applied here as well. Thanks
ServiceDesk Plus
Hello, I just downloaded ServiceDesk Plus and acquired the free license. I have previously used a paid ServiceDesk Plus where I used to work, a few years back. I have the following Questions: Do copyright or license right permit alterations the code of the application? My current company is looking for a "helpdesk" tool which can integrate Navision in a way, so that our technicians can register their time directly in to Navision. What language is ServiceDesk Plus programmed in? :) Today we use Navision
Add Technician as Criteria for Business Rules
It would be better for some automation to be able to set actions based also on the assigned technician. In our scenario, there are incidents we can predetermine to which specific technician will a ticket be assigned based on the business rules. However, our challenge is automating the level based on the predetermined technician names. What we would like to see is if ever a ticket gets edited with a technician being assigned,via business rules we can automatically set the level as Tier1. I tried checking
Feature Request - Reoccurring Tasks & Reminders
It would be nice to have a feature that would allow you to define reoccurring tasks and reminders for thinks like weekly meeting. This would help with availability of resources.
Service Desk Plus Mobile and Responding to a Ticket
Hello - Using Service Desk Plus 9.0 Build 9021 Using the Mobile Website - is there a way to respond to a ticket? I see the way to provide a resolution, but would like to know if you can respond to a ticket. Thank you
Service catalog resource questions
I have 2 questions regarding Service Catalog resource questions : 1) Is there any way to delete questions from the pool of existing questions? There are some old questions which were created during a workflow testing period, and they're no longer needed 2) Is there any way of adding a question as a multi line plain text area (HTML text area form element) instead of a single line "plain text" input (HTML input form element)?
PO - Multiple cost centres and Ledger codes
Hi, quite often we have to split the cost of a PO across multiple cost centres and codes, it would be nice to have this as a feature where you could add portions of the cost to each code.
Support to import requests from xls data.
HI team, We had just updated the latest build 8123 and found new option to import requests from xls data. but feature will only work if some one having the SD admin role. we need to add feature this to SD coordinator/Technician role also.. please help regards kunal
Dump outgoing email when sending fails
Hello, For some reason we regularly encounter mail failures when trying to forward solutions or reply to incidents. While it is frustrating when the sending fails for no apparent reason, what is even more frustrating is that the window closes and whatever message was just typed out is lost. It would be TREMENDOUSLY useful to either have that window NOT close and lose the message being sent, or at the minimum dump the message somewhere to be recovered. At this point any time that we give
Feature Request – Import / Export / Sync Calendar/Schedules
It would be nice to have a feature that would allow you to Import / Export / Sync Calendar (Schedules) with other applications like google calendar or exchange.
ServiceDesk Outgoing mail - success indicator or log
(comments with respect to ServiceDesk Plus 9018 Enterprise) Issue We need to occasionally confirm an email went out as planned from ServiceDesk (because there are often no errors or warnings when a message fails to send and/or the module has no log that the email sent when it was supposed to, e.g. Contract for expiry notifications sent). While outgoing emails are logged in the application \server\default\logs\serverout<#>.txt, these logs begin to recycle and overwrite the earliest entries, as soon
merge requesters
Hi Guys How can I merge all duplicate requesters based on username?
Notes - default options
Hello, is there a way to set the default options when addin a note for every technitian? I would like to set by default some of these options: Show this note to Requester E-mail this note to the technician Consider notes addition as first response How to do this? Best regards, Michael
Need the feature Set on ManageEngine
Hello, I'm working on a requirement where I need to see whether Zendesk fits my requirement or not. I want to check whether the below feature set is available out of the box, needs customization , or is not available. You need to mark one of the three options against the questions below: The below questions are also available here Requirements A “white labeling enabled” support services portal, preferably leveraging cloud that does the following Contract/Customer/Client Management Customer Information
Screenshot capability SDF-24233
Hi ManageEngine We are about to choose an IT Helpdesk system for our organization which has 80 IT staff. SD Plus is a strong contender, but we are really missing the screenshot feature, which would make life much easier for our users. It seems like you have promised to implement this feature since 2009 - but that it has not been done you. Could you please elaborate on this? Regards, Allan
Business rule filter based on ticket status
Hi, at the moment is not possible to define a business rule based on ticket status. It is possible to set a ticket status but not use it as a filter. It would really come handy because it would basically allow to define via business rules whatever workflow you need. Is this feature feasible? Thank you
Allow technician to add new product
Hi, Is there a possibility to allow a technician to add a new product when he creates a new purchase order (to be able to view the Add button on the ticket) without having the SDAdmin role assigned? Thank you, Razvan.
Getting information from users
Poll computers in the domain are completely satisfied. In our network there are several dozens of computers that are not in the domain. Want to run ae_asan.vbs and request additional information from users. For example the script asks the questions in the text box and the user is responsible are recording as a result in an additional field asset.
JSON in Service Desk Plus API
Hi, I am wondering if it is on your roadmap to implement JSON request/response in your API. I have started looking into optimizing the Outlook add-in for Support Center Plus to use JSON to increase performance and i would like to do this as well for the SDP add-in as well. Best regards, Valdi Hafdal URL : http://www.valinc.net [Add-in for Support Center Plus] http://www.valinc.net/scp [Add-in for Service Desk Plus] http://www.valinc.net/sdp
Requester History Button
We used to have help desk software that had a Requester History tab that we found very useful. It would be a nice feature to add to Service Desk +. When I am viewing a ticket, it shows me Request, Tasks, Resolution, and History tabs. It would be nice to have another tab that shows the Requester History that shows the history of Requests for that Requester. This is a quick and easy way to know the Requester when dealing with the user. I know you could do a search but this would provide a quick
Exlude Machine from Network Scan
Is there a way to exclude a machine from Scan? I have multiple laptops and non-domain joined computers that show up on my failed scan list. I would like to be able to exclude them from all future scans, so I can focus on the machines that should be scanning and are failing. Any help is appreciated, Joshua
Create link to solutions from incident tickets
We would like to see the Solutions module have the option to link solutions directly to the categorization structure in ServiceDesk Plus. This same feature could be used to drive better self help through the self service portal and the service catalog. Our vision is that solutions should be part of the work flow that helps our customers solve problems not merely record their requests for help. The solutions record might have the following options: Link to request category (Yes/No): Link to Service
Add attachment to solution
Hi! In our company a solution to request is some file(s) (xls or pdf etc) and some comments to them But we cannot do it now - ServiceDesk has no such feature. Workaround is to attach file with one of the conversation to the requester, but when time pases it's rather difficult to find solution if it is not where expected. Images can ba added to the solution, so why other files cannot?
Change Management Roles
There is any way to select groups and not only technicias to assign the roles in the change management workflow? Thanks. GR
Contract functions
There are some features in ServiceDesk that could add value for us. Please consider the following: 1. The ability to create business rules for Contracts\Purchase Orders. For example, we want the ability to restrict people from selecting a vendor who does not have a contract in the contract module. 2. Create PO ordering groups with their own approvers. For example, IT would have a group that can submit purchases, and the CIO can approve, and Finance can submit their own POs which the CFO can
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