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.
Asset scanning improvement
Would it ever be likely you would change the way the asset scan works from being agent based to being service based for windows machines? We find the deployment of the agent is not always great via GPO, likewise the scan at boot up does not always report back to the helpdesk in a timely manner. We have created a logon script than forces the manual scan and then copies the xml file back to the helpdesk. We then have to import these xml files manually. Tis is the only way we can guarantee that we have
Purchase Module Po Filter
I would like to see a "Pending POs" filter option in the purchase order module that displays all POs that are not closed yet.
Reopening ticket
Hello, I have a question. Our system have the config that allow the user to reopen an incident replying the answer email. But the question is, when the user reopen the incident, the SLA have to reset too, right? Or not, the time stay as the initial time? Thanks for the info and continue doing this great job. Mário Sérgio
Change Roles - Bravo! Feedback and Enhancement Requests
(Written with respect to experiences in ServiceDesk Plus build 9003 Enterprise - upgrading to 9010 shortly) First, I would like to applaud the use of Change Roles. Combined with Change Workflows and permissions afforded to Roles, this allows automated notification to be sent to whichever ServiceDesk Plus user fills the Change Role for a particular Change. Bravo! Please forgive me if someone has proposed them already, but I would like to suggest enhancements to the Change Roles feature. Request
Custom views buttons on main bar (next to Pending requests list button).
Could it be possible to pull up custom views on additional buttons (on tools bar)? I have to list to often custom views or switch between my own requests and all requests. This list view behaves badly and sometimes need to open it few times to switch view. It would be better to have some more view buttons customizable on main requests view.
More logic for alerting
Scenario: A ticket gets opened that has both group and technician selected. Right now the group would get an email stating that a ticket got opened for the group. A second email would be sent to the technician stating that a ticket was assigned to them. I wan logic that says: If a ticket is assigned to a group and a technician, only send an email to the technician.
Change 'Notifications' section - Status Action notification listed as one notification per recipient (not one with a list of recipients)
(This post was created with respect to build 9003) We have noticed in version 9.0 of ServiceDesk Plus (Enterprise) that Change Record 'Notifications' section appearance and behaviour has changed. 8.0 build behaviour: Single notification displays with list of recipients that it was sent to 9003 build behaviour: When a Status Action is chosen with a list of Change Role recipients for the associated automated notification, and the Change Role specified is populated with users in that Change Record,
Incident Templates
Hi We are moving to version 9 shortly and I wondered if anyone could confirm if there are any plans to introduce groupings for Incident Templates in the same way we have for Service Request templates (through the Service Catalogue). Thanks Julie
Change Management - Add CAB via Search
Please add the ability to search for people when adding them to the CAB. We have over 1500 employees in our company and scrolling through each page is time consuming.
Support group owners
Support groups have a filed to identify the owner. It would be useful if this field was a CI attribute that could be used when creating relationships. IOn our hierarchy, we have managers who have several groups that report to them. It would be useful to be able to select a manager and then from the relationships diagram see the support groups and team members managed by that managwer
The pop-up calendar for Date/Time fields - improvement request
(Post relevant to ServiceDesk Plus build 9003) (Unable to locate a similar post to weigh in on. Apologies if this is a duplication.) Request 1: Change the check for an impossible date to be initiated only when the day of the month is chosen The calendar pop-up window (to set the value in a Date Time field) behaviour is a constant source of complaints in our IT Department as the checks for an impossible date occur every time the hour or minute values are selected and not just when the final specification
Color in request list
Is it possible to set up some deferent color for each row depends of the request status? Now all request in list looks same - close, open, onhold. It can be soft background color for row or additional column with some color indicator. Color visualization much comfort then plain text to see whole picture.
Feature Request - Work Log Details Description Appearing In Request Tab Notes or Somewhere Within
I find it cumbersome that often details written in the Work Log Details Description section is necessary information for the person assigned the ticket. I do realize that the detailed information inside the Work Log Details section should be encapsulated as it currently is, but the option to pipe the output from the Work Log Details Description section to the Tasks Notes section should be given. I do also believe that Work Log Details Description information piped to the Tasks Notes section should
approve request
Is it possible to do the way that after the request is approved by the chief (straight after pushing the"confirm" button), the request goes to the technical support team? Heeelp me please....
SDP Enhancements
Hi Folks, Hello Everyone. I have been using SDP for several years now. I get a feeling that SDP has all the features but they are incomplete somewhere or the other. Below are the few features which I think would make certain modules complete. 1)SLA:- While sending escalation email there should be an option to choose the color of the email for example response violation should be in orange and resolution should be in red. Also there should be an option to re-assign the escalated ticket. 2)Requests
Change Status Actions list - Feedback and Enhancement requests
(This was composed with respect to ServiceDesk Plus 9003 Enterprise) The Change record Status Actions list is a great feature that allows us to explain to the Technician what they are doing by changing the Status. I want to suggest a couple of adjustments that would enhance our user experience. Enhancement request 1: Build 9003 behaviour: The Status Actions list seems to have a 20 character display limit applied to the Status Actions listed. Even concise 'Actions' (i.e. "Submit for next Stage"
Change Approval stage - add 'select all' checkbox to 'Add CAB Members' window
(proposed with respect to ServiceDesk Plus 9003 Enterprise capabilities) When we are selecting CAB members to add to the Change 'Approval' stage, we usually add all the users in the selected 'CAB' (depending on the CAB group, this can be quite a few users). Build 9003 behaviour: Must select checkbox for CAB users individually Enhancement request: Provide a 'select all' checkbox in the 'Add CAB Members' window
Enhanced Work Log Dialogue Box
Hi Guys, Is it possible to have the work log description box to be the same as the request description dialogue box with ability to paste in images? We especially want this under the change module when in the implementation phase.
fractional number
Hi, colleagues When i create a new field with type of field - fractional values, I have problem with fractional values, when i write " 0.5 " and refresh request i see " .50 " help me please...
Using the Purchasing Module
I would like to be able to do the following things in the purchase module: 1.) Change the owner of a PO 2.) Specify individual(s) to be notified of POs approval and other status changes 3.) Change the email template that requests approval 4.) Delete a closed PO (they say they are being used by another module.. i created a TEST one and i can't delete it even though i did not assocaited anything with it other than a product.. which i cannot remove now that it's closed) 5.) Create a PO directly from
website layout gripes
We are currently using ServiceDesk plus version 9. I've not used it long so excuse me in there are ways around my list of complaints. Is there a way to customize the layout of the screen. Wide screen monitors are now the norm, and I hate having to scroll up and down to find information. For example, in a change ticket, I'd like to see the ticket info on one side and the notes on the otherside vs scrolling to bottom.. When assigning people to roles in the "Change" window.. I have to go to
Change Workflows - specifying hidden Statuses for a Workflow
(Posted with respect to ServiceDesk Plus build 9003 Enterprise) We are creating a workflow for Standard Changes and it really only uses half of all configurable Statuses. Build 9003 behaviour: There seems to be no way to hide the 'Status' and 'Status Actions' that we will never use as part of this Workflow. As a result, the Change Records for Standard Changes are more confusing than they need to be for the Technicians responsible for managing them using the workflow. The list of Status Actions
Task Subject Enhancement
In addition to the unified task and request list that we are hopefully getting soon, we would like tasks that are automatically generated from incidents or service requests to have the subject filled with something that uniquely identifies that task. For example, lets say we use the New Employee Hire request and we have several tasks associated with it that are automatically generated every time and assigned to the appropriate groups. We have things that need to be done for every new hire such as
Solution records - contain related Problem 'Symptoms' field; Known Errors apearance in portal
(Composed with respect to ServiceDesk Plus build 9003 Enterprise) When searching Solution records, the records created from Problem 'Workaround' and 'Solution' fields represent out-of-context information. The user must launch the Problem record to provide context around application of the workaround. Additionally, Known Errors are a very underdeveloped feature. Enhancement request 1: (to Solution records generated from Problem records) When posting a Solution record from a Problem, the Solution
API : create custom report; Automatic linking of Request to Problem
Hello. We are using SDP 8.2. 1). Tell me please, is there a way to use API to create custom reports? 2). There is a way to automate linking process of Request to Problem? For example, we have project to implement. For monitoring goals we created around 30 Problems. We are sorting and linking Requests in SD to this Problems. And the matter is that it's hard to link Request to a Problem manually, because - first, we need to find this problems among variety of others; - second, registered problems take
CMDB relationship map presents unnecessary details
Dear Experts You did a great job providing capability for graphical representation of dependencies between CMDB elements, but I think there is something that needs to be corrected. It doesn't care what element we are interested in. When I start a map by clicking on the relationship button next to a service it opens a new map and expands all the branches connected to the specified service. Afterwards when I try to track the dependencies of this service to underlying infrastructure I have to click
Business Rule Move To Site
Is there a way to set a business rule to move a emailed request to a site? The functionality I am trying to achieve is having multiple email aliases (site1helpdesk@domain, site2helpdesk@domain, etc) for the mailbox ServiceDesk checks and when a new request comes in via email it is put in the right bucket. Stuff to site1helpdesk@domain being assigned to site1. I am wondering if anyone else has found a way to make this work as it seems like it'd be a useful item to assign on creation.
Attachments in Service Desk Plus for iPad
Is there a plan to add attachments to Service Desk Plus on the iPad or Android? We use email to deliver voice messages left by our customers as attachments to Service Desk Plus, and not having them in the mobile version of the app is making it really difficult to use the mobile application. Michael
What Features you would like to see in ServiceDesk Plus in 2013 ?
First of all New Year Wishes to all of you. I was wondering what feature you would like to see us implement in ServiceDesk Plus in 2013? Would love to hear your thoughts on it ?
Notification Enhancements
We have two enhancements we would like to see on a group based level, that I believe would be an enhancement for "Send notification to group technician(s) when a request in this group is updated." We would like this option to also send a notification to the Group when a technician adds a note to the ticket. Currently it does not appear that technicians Group has anyway to be notified when the ticket is updated with a note. --- Our second enhancement for notifications we would like, it would be ideal
Custom email request templates based on associated e-mail
We would like to be able to use specific incident or service request templates when opening a ticket through e-mail. Currently, say you have two support groups. SG1 and SG2. Within SDP you can associate an e-mail address (SG1@domain.com and SG2@domain.com, for our example) with both those groups to open a ticket with the group. So if we send an e-mail to SG1@domain.com, it will open a ticket and assign the group to SG1. The same goes for the second group, if we send an e-mail to SG2@domain.com it
close request
Hi, collegues please advise, can i set up the request closure in such a way as to an initiator can be the last who closes and marks it?
Site assignment through business rule
Hello to all, Is it possible to include in the next SP for ServiceDesk Plus the option to assign a site through a business rule? It would be helpful to automatically assign the SLA and the matrix of priorities of different support groups. Thanks in advance.
How can I hide the request history
Hi Help me please i need to hide the request history for requesters. How can i do ti ? Thank you
Print relationships
It is very useful having relationships set up. It would be even more useful if we could print out those relationships. For example, imagine we have a business service hosted on server A, supported by support group 1 with team members A, BC and D. It would be useful to select (say) that server and print the services it hosts, the support groups and support group members.
Customer conversations with TO / CC fields
Currently when a technician replies / forwards a conversation they have the To and CC fields to send notifications / alerts so people are aware that a new notification is added to the ticket, but when a customer adds a conversation they don't have these fields so they can't "alert" anyone that a new conversation is being added. Our client asked us about this feature since they need certain replies on tickets belonging to their development group to be notified to a certain group of people (or maybe
Hide Incident or Service Request Template from Technician
We have the ability to show a template to a requester or not by checking the "Show to Requester" check box from the form designer. We would like to expand on this ability. We would like to be able to hide a template from a technician on the Service Catalog. Our reason for this is, for example, we set up a "Preventive Maintenance" incident template that contains a few extra fields that we are only using for our preventive maintenance tasks. This template is now listed in the Service Catalog for
category
hi, collegues 1. Please tell me, in incident teamplate i choose the category field and put a checkmark on "creator of the request can view" but requester dont view category... 2. Can i configure "close the application rules" for individual incident? Help me please. Thanks!!!
Service Desk Plus iPhone App - Push Notifications
Dear Team Does the Service Desk plus iPhone app support push notifications? This feature will be very beneficial for our support engineers to receive alerts for when they get new calls, replies etc Thanks,
Next Page