Requester management without admin rights
Give Helpdesk ability to create, edit, delete requester accounts and departments without needing to grant them administrative rights.
Add new fields
Dears, I need your help ASAP to know how to add new field for the monitor for all the workstations, for example I need to add Tag Number, Monitor Model ,etc.. , Please let me know the steps to be able to add these fields, Best Regards.
Number of Assetts.
Has this always been limited to 250. Or is that new wiht 7.6 If this is the case, we most likely will not renew our subscription.
Additional Custom View Filters/Columns
Under "Add Custom Views", it would be nice to be able to filter by Template Name so we can see all of a particular type of service in one window. The "Add Custom Views" section also contains a filter called "Time Elapsed". We would like to be able to use this field as a column in the requests lists. Thanks, Evan
Asset Management - Delete a workstation
Greetings. We want to know if SDP Enterprise has a function for delete automaticaly a workstation in the Asset Management, for example, if the machine doesn't report any activity or sync through the SDP via the agent or agentless for 30 days. Regards.
Relative dates in custom views
I would like to be able to use relative dates when creating custom views. Here are some examples: Today's tickets = All tickets with a created date of 'Today' Stale tickets = All tickets with a created date greater than 5 days old and last update date greater than 5 days old or 'Null'
High Volume or Short Staff Notification
The ability to turn off and on an auto response when new tickets are created that notifies the user that the help desk team is either: short staffed, dealing with a high volume of tickets, or is currently working on major system and that the team will get to their ticket as soon as possible that way the user knows to expect a delay in response or if their issue was related to what ever major service that the team is currently working to fix their issue but will not respond to their ticket until they
Add worklogg to a change via REST API
Hi I would like the possibility to add a worklog to a change via REST API. Do you have any plans on that? Kind regards Blixten
ServiceDesk Uninstall Process Deletes Configuration Files
When uninstalling software with the intent of re-installing it is helpful if configuration files are available from a previous installation. I discovered that SD deletes all the contents of \ManageEngine\ServiceDesk\server which is where much of the customization exists in configs. I suggest the uninstall process preserve the config files in the backup directory as an archive instead of deleting.
Separating announcements
At the moment one are able to seperate announcement with "User Groups" so that some announcements are shown just for some users of the SelfServicePortal. I'd like to request a feature that does the same but also for technicians, for instance seperate announcements with the help of "Support Groups". In this way I would be able to send seperate announcement to for instance my "Windows technicians" groups and my "Mac technicians" groups.
Notification for Unpicked Requests dependent on hours
We would like to request the ability to send the below mentioned notification within support groups respective of business hours and holidays, similar to SLA's for incidents. Send notification to technician(s) when a request in this group is left unpicked. Notify to Notify after Days | Time : 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Hours 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Reply templates from Iphone app
Hi Is there any chance of adding access to the reply templates in the iphone app? It would be great for our people who are on call. Regards Tony
Secure ID/PKI authentication or full Windows Integrated authentication for Service Desk Plus
Our company is moving away from using passwords in Active Directory to using only Secure ID cards. Eventually, AD integrated log in with username/password pass through won't function.
Removing SLA Delivery Time Notification/Banner
Is there any way to remove the SLA notification that appears at the top of the service request when an SLA has been assigned to it? If not we would like the ability to hide this to both technicians and requesters as I'm not sure why a requester would need to always see this information. Best Regards, Evan
business rules
Hi, colleagues When i creating a new business rules, choose the action "to appoint a specialist," I get to choose only one specialist. Can i choose two, three? Heeeelp me! Thanks!
Please add the ability to set the "due date" upon request creation.
Please add the ability to set the due date for a request upon creation. We would love to be able to set the due date manually at request creation. For example, if I create a low priority request. the system automatically assigns a due date based upon the priority. I then have to go back in and edit the request and change the due date to a specific time. Unless I remember to do this, we are seeing many requests violate the SLA.
Show change history in asset history
In the history tab for an asset, changes that went through the change approval process that impacted that asset are not listed in the asset history.
Feature Request - Linux binary installer support should be extended to allow installation to ARM CPU architecture
There are plenty of resource capable single-board computers on the market. Many of them feature the ARM CPU architecture. Currently the Linux installer for ServiceDesk is compiled as a binary that doesn't get recognized. I suggest adding support to allow the binary to run on ARM CPU architecture computers. Here is some gathered information possibly highlighting the problem. The following was collected on a Pandaboard ES: objdump -f ./ManageEngine_ServiceDesk_Plus.bin ./ManageEngine_ServiceDesk_Plus.bin:
Export from grid to excel for Assets
It would be extremely helpful to export the current data in a grid (such as software licenses) to excel for use and sharing outside of Service Desk.
Similar Incident SLA functionality for Service Requests
Currently, SLA's have the option for service requests to be fulfilled within a certain amount of time, but does not take into account time taken to respond. We would like to expand the functionality of the SLA's that are assigned to service requests. We would like the SLA's for service requests to be similar to those for incidents to include the time taken to respond to the service request and not just time taken to fulfill the request. On top of that functionality, it would be nice to have the ability
Report against specific SLA
I make specific SLA's per issue but I can't easily report against that SLA I have to trick the reporting system by using a field or make use the subject field. Why can't we just report against the SLA? we don't use 1 sla for all tickets. we have many specific issues all of which need different SLA's which comes to my next request why do SLA's need to be so general why can't they be specific under tasks i can select an SLA why not have this for all tickets?
Business Rule based on Job Title
I need to create a business rule based on the Job Title of the requester. This does not seem to be an options. Please add it.
Business Rules suggestion #1
Currently when setting up Business Notifications you have to select fields from the default set provided by ServcieDesk Plus. Suggest that you provide the ability to create business rules based upon the custom fields that an admin adds to both Incident and Service Request templates
Self Service Portal Enhancements
We are working on enhancing the ServiceDesk Plus Self Service Portal. Some of our customers are finding Service Catalog functionality less user friendly. Hence we have developed new GUI. We have modified the GUI for home page and incident and service templates listview. Please give your input/comments on the feature design. If the images are not clear, please refer to the images in the attachment Home Page Specifications: We have two options for the Home Page. Option A1: The Service Request and
Ticket Closure Codes - Requester Reply Enhancement
Currently SD+ offers the below options for : ReOpen the request always. Reopen the same request within 12345678910 days from closed time. Else, create as a new request. Append the reply as conversation to the request and notify technician. Create as a new request. What we would like is the option to enable so if a technician closes a ticket, and a requester responds, that it will append the reply as a conversation if the requester replies within 1 day of the ticket closure. If the requester sends
Various enhancements to Service Request fields
Hi peeps, We're looking to start using the Service Catalog, for some specific request types, so that we can use the "Resource" system to provide much richer forms and gather a lot more information. However, it currently seems to have some limitations and so I have some suggestions for improvements. Allow resource fields to be set as mandatory (Actually already requested here. SDF-38568 & SDF-39701) Add date and numeric fields types (as you can with Additional Fields) Add lookup fields that can pull
Enhancements in ServiceDesk Plus
Dear Team, 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
Location Column in Asset View
Hello, I am wondering if an extra column in asset view could be added for "Location". We have multiple computers at some of our sites, and the way I know which computer is which is by using the Location field (maintenance, manager, etc.). When I am in the Asset view it would be wonderful if I could see the location of each asset without having to go into it. Thanks, Kevin
Can you restrict the view of a technician?
We have a technician on staff that is going to be working with one particular software our organization uses, and we would like to make him the sole technician for support of that product. However, we would like to make it so that when he signs in, requests pertaining to him and that software support group are the only requests he sees. Is this possible? If so, how?
Include "License Name" column on list and when allocating
It would be very helpful to include the "License Name" column on any table where licenses are listed. Right now it only displays the Software name, however this is duplicated often if you have more than one license for a particular product.
problem with group
dear colleagues, who had faced with such a kind of problem? 1. there is a group of accountants, for instance an accounting department, and the have to manage and fulfil requests but i dont have any will and intention to make them technicians. is that real? 2. if an employee is a technician then can i set the options in the way that doesn't give them a possibility to choose the name by themselves? I want to do ot myself
REMOVE SUPPORT TAB
Hi I found some discussion about Removing SUPPORT tab Any progress about it? We have Technicians just replied/communicating with users and they don't need to see Tel Nr of ManageeEngine, Forums, etc. They just need to know if any problems - call to Admin Also the same about FEEDBACK, LICENSE,HELP links at upper right place. Dmitry
Service Catalog Form Designer
Hi, Under Service Catalog-> Form Designer, is there a way to make the Resource Fields that I added mandatory? We want all the users who submit such a request to provide the information we require, If they don't fill in the required fields, they will not able to submit request. We are using ServiceDesk Plus 9.0 build 9003. Best Regards, Nicole
Option to make description field non visible to users in service catalog
There are a lot of service templates for which users have to choose just some resourses from the list and they dont need to set the description. In this case this large wide field just occupies free space. Is it possible to make description field non visible to users in service catalog?
SLA Escalation to Non-Technicians
Will it be possible to have SLA escalation to non-technicians. Currently a violated SLA can only be escalated to a technician.
Change Templates
To help with a new Change request would like to have Change Templates that pre-fill in fields and/or restrict who can be set as the ChangeApprover. As it is any technician can create a Change and Approve it. We wish to have a Security Change Template and only allow a small specified group that can approve it. This Change template would have the correct CAB group selected plus other roles set when the Change is requested.
Link Task Templates to Service Catalogue Workflow
Good morning, We are currently evaluating SD 8 Enterprise Edition and are currently going through the config wizard. We have just setup the large number of task templates required and have moved onto setting up the Workflows for each of our service catalogue entries. When setting up the workflows we had assumed that we would then be able to pick from the list of task templates we have previously setup. It however appears that we now need to re-enter each of the tasks again (in some cases multiple
Import Manager field from active directory
Hi Any progress in importing Manager field from Active Directory? This issue has been on-going for a long time. We are in the process of trial using Desktop Central 8 (very nice product btw), and guess what? Manager field gets imported! Can you check how Desktop Central imports it but ServiceDesk Plus cant? regards, Ashburn
Change Feature Request: Recurring Change
Hi, I need to plot several recurring infrastructure changes however there is no possibility to do this currently. The Change has been approved but is a recurring weekly change. How can I show this on the Change calendar for our Operations team and Business as a whole? The CR should show on the calendar on a weekly basis as a pre-approved. Thanks,
sso
Hi colleaguesPlease tell me sso function is only available for a single domain? Сan i apply it to two or three domain? Thanks!
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