Business Rule Search
It would be nice to be able to search Business Rules by technician or keyword instead of having to scroll down to find the Business Rule you want to edit. Thanks
How to display currently logged in users
We are running SD Plus - 7.5.0 Build 7507. Is there a way to show who is currently logged into the system? Also, can we audit who logs in, for how long they are in the system, etc. Thanks Jon
[SDF-56911] Bulk upload linking requester via custom additional field
Hi, I am looking to bulk upload requests. I am running into issues when I try to upload on behalf of a specific User if more than one user has the same display name. Would it be possible to link a custom field which holds their staff number to the requester
Warehouse Management System in SDP
Good Day I have just read the article about Warehouse Management System in this Forum. I was wondering if something like this is to come to Service Desk plus. We have a small warehouse as well with different cables and spare parts for our computer etc.
[SDF-106048] Any updates on inline images in Notifications?
Hi, Noticed that 'Images in notifications' has been in the implementation' stage for some time. Wondering if I can expect any progress on this in 2023? Thanks!
[SDF-39846] is there any way to change location of "On Behalf Of"?
Hi, is there any way to change location of "On Behalf Of"? Rabbany ME SDP 14.0 14003 MSSQL
Email Reply from customer is not added to requester conversation part in ME SDP 9.0 build 9048
Hi Experts, When technician send mail from ME it goes to requester mailbox. if customer reply this email, this reply email does not reach to technician either his mailbox or added in requester conversation part. we are using " servicedesk " user to send/receive mail from ME. And all reply mail comes in servicedesk mailbox not in technicians mailbox or added in requester conversation part based on ticket number. is there any way to configure it? we won't use email to ticket feature right now. Mohammad
[SDF-106525] How Can we Hide/Remove the Other Statuses under Implementation Stage of Change Request?
We have many Statuses under the "Implementation" Stage of the Change Request. If the Status is “Business Analysis” How can we hide/remove other Statuses and show only two Statuses under the Implementation Phase? How can we achieve this through Field and
[SDF-107643] Home page - My Tasks
Is there a way to change the My Tasks widget to display "Due Date" instead of "Scheduled Start"
[SDF-77584] Notify Change Owners when a reply is received
Currently, no onegets notified when a reply is received and appended to the conversation history within the Changes module. Replies often go unanswered because our Change Owners are not alerted. Current workaround is for the Change Owner to go through
[SDF-81212] Mark red envelope as read with Button (or script) ?
Hello again, we are still struggeling with marking the envelopes as read. At the time we are using the workaround i got from other users: Sending an answer Email to an extra trash mailaddress. REALLY MANAGE ENGINE? This feature is with all other ticket
Ability to View and Re-Enable Resigned Users/Technicians
It seems that currently in order to re-enable users/technicians who have been deleted and put into the Resigned state, we are required to contact customer support. It would be nice to be able to view the user/technician accounts who are in this state
On Behalf Of option for Technicians
I saw a post from 2014 where someone was asking for an On Behalf of Option for the Technician. This is especially helpful for phone calls where you want to know who took the call and entered the request at a glance rather than digging through the History. Looking for interest in this topic to get it on the development table. Anyone else in favor of On Behalf Of option for the Technician? Thank you. Cheryl Ankrom Jennmar Corporation
[SDF-97666] Send Auto-email notification 1 week prior to Change Implementation date
Dears, We want to trigger an auto-email notification for our relevant stakeholders, 1 week and 1 day prior to the Change implementation. Curious to know, if someone has achieved above in ServiceDesk Plus On-Premise. Cheers,
Hi...Need to show Technician Mobile Number to notify requester when a request is assigned to a technician.
Hi Experts, In our Previous tool, we informed technician name and mobile number to the customer once our technician assigned the ticket. but in ManageEngine, this option is not present rather requester mobile, email present here (but it is not required ...I need Technician Mobile, Technician Email option here ---see attached file from ME) Note that, our customer don't want to see technician details by clicking request details rather they want to see this info in mail subject line. Can you suggest
[SDF-99229,SDF-106834,SDF-106835] Is it possible to view Changes in Kanban view?
While I've been able to find a view for the Requests to be viewed in a KanBan view is there the ability to view Changes in this view rather than a list view? I have seen a request on here asking about the same but for the Project view, so I get the feeling
request "Need more information" for approvals
Dears, any update about the below feature and when will be release ? and what's options will include this this option it's taken very long time and still under implementation
Stock Management
Forgive me if this feature already exists (could someone point out where it is?). We have a stock of toner for photocopiers, and it can be hard to keep track of how much toner is left so more can be ordered. What I was thinking for this feature if (for example) toner was added as an item with a quantity, then when an incident is created, there would be a field for the item that is required for the incident (in my example it would be a toner cartridge). When the incident is resolved/closed, the
[SDF-106791] Change reporting - need to add 'Review'
HI Can you please add the column ' Review' to change management reporting? I use this and it is not available to display to my technicians in a change report:
[SDF-60606] Are there any "last replier" and "last reply" variables for email templates?
We like to create a reply template, but there's no way to find out who has replied and what he has written. There are only variables for description, technican and requestor, but that's not what is needed. Thx. Adam
[SDF-32892] Filtering assets
Wouldn't it be nice to be able to "save" a filter in the asset screen? Every day I go into assets and I want to show only those computers in my department (about 190 devices) rather than the entire organization (950 +). It would be wonderful to simply
[SDF-102542] Auto remove CC values from replies
Hi We are having an issue where a technician is not noticing some of the CC email addresses and they are being emailed to the wrong people. It would be nice to have some control in SDP like a button in admin to 'turn off auto populate CC field'. Or if
[SDF-46510] Enable column for Problem- and Change-ID
Enable column for Problem- and Change-ID in the Request view. Today it's only Projekts that are optional
[SDF-96364] Closure Rule
Hello, I'm looking for an option that the request will be closed after all linked tasks have been completed. I know the setting 'Closure Rule' in the menu. But this applies to all templates and in my case I would like the rule to only be executed for
Shared Tasks
Hi, It would be great if you can add the features of shared tasks - especially for the project module. There are many situations where a task of a project is sharing with multiple technicians (e.g. installation, configuration). For now, we have to create
Include Workload calculation in holiday / non-operation hours
Hi I like the Resource Management, but the workload does not include working hours in non-operation hours: 1) Please consider add a "toggle" button or exception list so that working hours in non-operation hours can be included into the calculation of
PULL DATA FROM MANAGE ENGINE TO CONNECTWISE
Hi, We would like to pull data from purchasing invoice to our connectwise. is there a solution for this? I tried to use zapier however it only support ticket rqst. We want to sync our new PO system finance costing etc. to connectwise but manageengine
Ability to search and auto-complete the Category / Subcategory / Item fields
We have Category, Subcategory and Item all mandatory in our request closure rules. We currently have an issue where technicians occasionally can't find the appropriate category for a request and so simply file it under Other to get the job done. This leads to inaccurate reporting. I would propose a fourth box (perhaps optional per-template) that allows free-text entry with inline suggestions from all three levels of the tree. If the user selects one, the three fields are populated automatically.
[SDF-100334] Import Request permission
Hello, Please can you confirm how I can give a technician that is not SAdmin permission to Import Requests? They currently only have the option to Export Requests. Many thanks Lisa. SQL Your Version : 13.0 Build 13005
[SDF-44999] Watch/subscribe a request
We found quite useful to allow specific users (mostly requestors, as technicians can already do it) to access other requesters' requests. This should be user based and not dependent on department or site. As example, I do not want my department or site
[SDF-85378] How do I handle CC requests by email?
HI, Here is my scenario - I have business rules setup to look at the CC address as well as the TO: address. So when an email comes in to two different email addresses (one is a CC address) - let say they send an email to HR and also CC the CLAIMS departments. It creates two requests, one for HR and one for CLAIMS departments. Problem is - the HR department has no idea that the CLAIMS department is also working the same request!! How can I configure this so that they both know about the request so
[SDF-35793] How to Un-Merge the Requests once merged?
Is it possible to Un-Merge the Requests once Merged?
Project Management Request - KanBan
I like the project management module. It is very basic, but has value. I would like to request the ability to see projects in a more SCRUM friendly format. Being able to organize tasks on a board (KanBan) similar to how Jira does it would be fant
Solution view tracking
Hello - Private solutions for IT are important to promote. I would like a mechanism to promote to specific support groups for required reading with a section of the UI showing who has and who has not viewed the title. Similar to a read receipt in email.
SDP mobile view
Is it possible to get the SDP to render in a mobile view for users/technicians when accessed via a web browser
[SDF-96364] How to add variable in Reply Template?
Im trying to set Reply Template to have import serial number from Asset Description is I can use a variable: Type $ in the editor to select and insert a variable So im find $CIName to insert a Name of this Asset and this works adding in reply Name of
[SDF-98513] Approval Reminder mail notification
Is it possible to add variables to the Approval Reminder mail notification? Looking at the template it doesn't look like you can but I have had several requests from users asking if we could add information regarding the ticket # or the Requester or the
Add BCC field to notifications
It would be helpful to add a BCC field to all notifications in Service Desk Plus.
Hide or disable form options when the request Life Cycle would disable them
I have some statuses in RLCs that I plan to remove, so I have added 'before' transitions to them that limit access to admins, so that technicians are forced to use the new RLC transitions we've added instead of the old ones for requests they create going
[SDF-103905 ] Report / Custom View Date Filters (Today, Yesterday etc)
Hi, Would it be possible to be able to create a Custom View against Created Time: 'Today', 'Yesterday', 'This Week', 'This Month' etc. When you do a date filter on a report you can select However when you create a Custom View you can only select a specific
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