Task Template Availability
While trying to utilized the Task Template feature, I noticed the following which may be beneficial (it sure would for us) Task templates are not available for selection in request templates. This means, that even though I have to recreate duplicate tasks for all those request templates that may require similar tasks. Adding the ability to add task templates to request templates tasks would be great.
Column "Approval Status" for Requesters
Our Requesters want see column "Approval Status" in SDP 9 - how to? By design this column is avaliable only for Technician http://odarchuk.com
scan newly created inventory type or sort workstation by ip number
Hi, We have almost 1000 nodes in our terminal and SDP places all the vehicle terminals, handheld terminals, computers - almost everything under Workstation tab. When I create a new group (e.g. Vehicle Terminals) and change relevant device's type from Workstation to VT, SDP loses all data (IP address, MAC address) and cannot scan devices under newly created VT tab any more. I would like to be able to scan devices under newly created inventory types. "If it is not possible, I would like to be able
Task in API
Hi, I am just curious about the development of your API Are Task related features going to be implemented any time in the near future? Best regards, Valdi Hafdal URL : http://www.valinc.net Facebook : http://www.facebook.com/valincnet [Add-in for Support Center Plus] http://www.valinc.net/scp [Add-in for Service Desk Plus] http://www.valinc.net/sdp
SDP Mobile iPhone App -How to refresh requests in a group
When using the mobile app on an iPhone and viewing the requests listing within your group, how do you refresh the list. We find that the list doesn't refresh with newly added requests unless you select another group and then reselect your group to get a refreshed view. Is there a way to do this or can it be added to a future release?
Remote Control via ServiceDesk Plus
I would like to know whether there is any way we can manage Terminal Service Users (Remote Desktop Users) from SDP? Obviously we can easily manage when a user has a dedicated workstation but a large percentage of our users access the domain via RDP.
Graph Enhancement
Hi guys, Been making my way through the reporting area and I like what I see so far! One way I'd like to see it extended would be with the graphs. The stacked Bar Chart is awesome, but it is so small it's impossible to use effectively or present to management. For example, here's a stacked bar chart of our Categories and sub-categories stacked, the idea is perfect, but the readability is what's letting it down. Perhaps I'm doing it wrong? There must be some way of getting the source data across to
Resolution Spell-check and Image Insert
When you are creating an Incident, the toolbar in the Resolution field is lacking the Insert Image button and the Spell-check button. These buttons are present in the Description field. Once the ticket is created, you can go into the Resolution tab and hit Edit, and the buttons will show up there. But again, if you are editing an existing ticket, the buttons are not present in the Resolution field below the description. Is it possible to get these buttons added to the Resolution field in the
Edit a Change
Hi, I am and administrator and am unable to Edit a Change Request. please can you advice how this is done Kind regards marcia
Strip out signatures
Hi guys, Another idea :) Would be great if the system was able to strip out email signatures! And for replies to tickets (as opposed to ticket creation emails) to strip out signatures and previous emails below the signature (don't want to strip out more than the signature for new ticket creation emails as they sometimes say "see email below" for example). Our internal staff all have a large image in their signature along with disclaimers etc, most of them don't bother to remove it when sending internally.
Closing ticket process
Hi guys, We have a few fields that I've set as mandatory before a ticket can be closed (technician, category, sub-category, item). Currently if we try to close a ticket it will prompt us for the closure reasons etc, then, when we click close, if any of the mandatory fields are not completed it will take us to an edit screen where we need to complete the required information, save the updates, then go through the closure process again. I'd like to suggest the process could be streamlined such that
Associate tasks templates to groups
Hi, Is it possible associate tasks templates to Groups? Scenario: We have several Support Groups with their own responsabilities, lets say we have groups A, B, C, D, F, for each one we have created a lot of tasks templates to speed up the opening process of requests. What we want is, to avoid confusing and mistakes, on selecting the right templates, we want to associate tasks templates to groups separately. Group A only see their tasks templates, group B only see their tasks templates, etc
Improvement - Unaudited worktations show filter of workstations
Hi, When we check the list of unaudited workstations, the maximum number of "Show" filter is 50 machines. We have thousands of machines on our enviroment, so the number of failed scan machines is large too, It would be very helpful for us, if it was possible to view more machines on same page, like other areas on SDP where is allowed views of 250 machines on same page. Regards.
External Action Powershell script
I know there is the external action options in SDP, however we don't have anybody in our organization that is familiar with coding in java so it's not being utilized. We would however love the idea of being able to integrate external actions into our menu systems within the servicedesk. Is there any way i can have the external action point to any other type of script? (Powershell, batch, vbs, exe, etc)?
Pickup Time Within Business Hours
I have a request for a report, however Support told me it was not possible, so I will post it here as a feature request. We would like to be able to show the average time a technician takes to pick up a ticket while within business hours. So for example, a request comes in at 4:49 PM on a Friday (assuming normal business hours M-F 8-5), we do not want a report that will show the time the ticket sat unassigned over the weekend and would like this time excluded from the report. We have a 24/7 shop
Assigned To Note
Hi guys, Another idea for you :) When a ticket is picked up or assigned to a technician it would be useful to have a note added to the "Discussion Notes" section of the ticket so that we have a track record of date/time tickets were assigned. For example the note only need be something like "Assigned to: John Smith", the note itself has date and time in the corner so no need to write that in the note. This would help to determine how long a ticket was unassigned, how long it has been in the technician's
Creation of new requests
Hi, It would be really good if when the reporting in field is populated, it pulled through into the requester details of a request, so you have to hand who they report to. I can't see anyway to add this at the moment? Also it would be really handy if there was some way to see a requesters requests before the call is logged. For example when you've populated the requesters name, there was some pop up box which showed you their requests, which would help prevent duplication. I know you can see
ServiceDesk Reports - ChangeManager column Filter pulls all ServiceDesk users as possible Values
(With respect to ServiceDesk 9003 Enrterprise) Current behaviour: In Changes Custom Report Wizard, select the 'ChangeManager' column in the Advanced Filtering section. The Value options for this filter show all ServiceDesk users instead of just the Technician users assigned the Role 'SDChangeManager' (the only users who can be the Value for 'ChangeManager' Change Role). Suggested enhancement: For the ChangeManager column filter in the Custom Report Filter for Changes, restrict the Value list to
Category SubCategory Item - If SubCategory options do not exist, mandatory field still enforced
(ServiceDesk Plus 9008) Current behaviour: For several Categorys or SubCategorys (Helpdesk Customizer - Category), our organization does not have SubCategorys or Items assigned by design because for some services we do not need to be more granular. Our Incident (for example) Templates are assigned SubCategory as a mandatory field because, if the SubCategorys exist under the chosen Category, we do need the further classification for our reports. Unfortunately, even if no SubCategory exists under
Multi Checkbox Option
Multi checkbox request fields so multiple options can be selected, or single checkbox at least to capture true/false
Resend Button on Requester Conversations
We would like to add a button to the requester conversations contained within the message. We would like this functionality so we do not need to copy and paste a conversation over to resend to the requester in the situation that the requester does not reply to the initial email notification. To expand on that, if the button would enable us to send the same e-mail after a certain period of time. For example, we send a notification to the requester, and expect a reply within a certain amount of time.
Archiving Data Options
Currently when archiving data your only options for request status is 1. closed only 2. resolved/closed 3. any status I believe you should adjust one of these options to include rejected requests resolved\rejected\closed.
Configure CISCO Switch
How to Configure CISCO Switch .. ?
Incident Template "Help Cards"
I'd like to request an enhancement that would allow us to add instructions for users that explains the purpose of each filed-very similar to what you are doing with your "Help cards". This could be in the form of a hover-over pop-up window- that displays the "Help Card" for that template, or a link embedded on the template that when clicked would open a help page on our local intranet. I read other posts requesting something similar and the suggested reply was to put the instructions in the "Description"
Asset Movement
Hi Support, I hope you can include Asset Movement feature in ServiceDesk Plus where in technicians can manually add history in the asset. ex. Asset has been moved to site A. Also, if bulk asset movement can be done through servicedesk plus for scenarios when an end user resigned all assets associated to him can be bulked associated to the new end-user. Looking forward for this feature to be released. Thanks, Ella
Purchase Module: Volume Licenses
Need to know if there are any plans on improving the way the purchase module handles volume licenses: Example of Current Behavior: *Need to purchase 100 licenses of Office Pro 2013 *Create PO for type Software; QTY=100; Price/License = $xxx.xx; Grand Total = $xxxxx.xx *Receive Items: CREATES 100 separate entries using the same volume key This is a problem because it creates far too much clutter on screen. How it Should Behave: *Need to purchase 100 licenses of Office Pro 2013 *Create PO for
Design your own purchase template
I think it would be help, if you can design the purchase template and process. Patrick
Change Status Action use - Message indicating if notification message defined in the Workflow was successfully sent
(This requested with respect to ServiceDesk Plus build 9003 Enterprise) Build 9003 behaviour: If the Change Role that is supposed to receive an automated notification message according to the Workflow is not assigned a user, you are not warned that it did not send. In fact, other than manually checking the 'Notifications' section of the Change Record for an entry, you are unaware who it was sent to (and not aware of the Change Roles to which it was sent unless you check the Admin - Change Workflows
Time Extension
Dear, Just want to know there have any time out function in ServiceDesk Plus? For example, some one log in ServiceDesk Plus by web, and haven't any action after a period of time (15 min), is there will have any message pop out which say you will be log out after 5 mins?? Or the window will auto log out after 30 mins?? Anyone can advise and billion thanks if someone can reply my question Thanks and regards,
Allow organization of ALL views
Many of the default views within the Request module are unnecessary for my company, and instead produce confusion. I'd like to be able to hide default views, and modify the order of all views as they appear to technicians.
Required Fields Prompt On Request Close/Resolution
Requested Feature: Show missing required fields and allow tech to fill in upon request resolution/close instead of error message. I have certain required fields for a request to close. When a tech attemps to close a request without filling these fields they get an error saying missing required fields. It would be really nice if, instead of an error, they got a window with the missing required fields that they could complete then proceed to close the request.
Change Status Comments - Global Edit allows you to fill 'Status Comments' but loses data once saved
(Experiences in ServiceDesk Plus build 9003 Enterprise - could not find a fix in Releases 9004-9010, please forgive me if I missed it) Build 9003 behaviour: When the ChangeManager (Change Role permitted to edit the 'Submission' tab regardless of which Stage the Change is currently in) uses the Global Edit form, whether or not the 'Stage' and/or 'Status' are being edited, the 'Status Comments' field is starred as mandatory (*) and will allow text entry. If the 'Stage' or 'Status' are edited, the
how to change the thread in history and requester conversations in requests: by latest update on top?
Hello, I want to know how can I change the thread in histroy, requester conversations, notes etc. and make keep the latest update at the top and oldest at the bottom. Regards, Robin
Hide Technicians from List
I would like the ability to hide technicians from general view for the following reasons: We use ServiceDesk plus for our customer support team, however a number of IT staff has access to do administrative tasks and management, but should never be assigned tickets. When their names appear in the list of technicians they accidentally get assigned tickets anyways by mistake. We have setup a number of "zz_Whoever" accounts as "technicians" without login ability simply so we can have business rules send
Reports on Solutions documents
I was thinking it would be good to have a few reports on Solutions: Solutions with most hits per week New Solutions since.. Aging report on Solutions - requires when creating a solution the option of having a document life option, then you can run a report that shows solutions that are approaching end of life and need review. Solutions need to be made inactive when they go out of date,and there should be a way to do this.
categories based on Dept/Site/Group
Hi, Is there a way to have only selected category to display for a user while creating New Request.I dont want to show all our categories to the end users.I want to display only the associated site or department or group categories.
Filter for "rejected" Changes
Could you please consider adding a filter for rejected Changes in the Changes module or the ability to add custom filters to changes as per the Requests module. Currently changes with a rejected status are not shown in the Open or Closed changes filter! Thanks
Smarter technician notifications
Currently we have business rules setup (examples) with: Note: Technician 1 & 2 are both members of Group 1 If subcategory "is A, B, D or F" then: "Add to group 1" "Assign to Technician A" If subcategory "is C, E, G or H" then: "Add to group 1" "Assign to Technician B" Now the issue is that when these are run the technician that it gets assigned to gets the "added to group" & "assigned to you" emails. It would be good feature if it the technician assigned did not receive the "added to group" notification
Change Roles - Allow SDChangeManager users to edit the ChangeManager field at any time
(This requested with respect to build 9003) Scenario: Only one ChangeManager is allowed to be assigned to a Change Record. The Change record was on the ''Release' Stage and ChangeManager activities were required, however the assigned ChangeManager was unexpectedly unavailable to login for days. Only the (unavailable) 'ChangeManager' assignee can edit the 'ChangeManager' field. There is no other User or Change Role that we can assign a Technician that allows the 'ChangeManager' field to be edited
import solutions from xls, csv, or sql update
I note that this was originally requested more than 8 years ago but would it be possible to provide an import option for solutions please. Failing that, would it be possible to provide the schema information required in order to write an update script for a manual import.
Next Page