Search for exact phrase
We are demoing Service Desk Plus. We are finding the search function limiting. Is it possible to search for exact phrases? Or is the search limited to one word only? We search by address a lot and are having problems. If I search for the address “907 N” it will return every request that has an “N” in it. Not just that phrase. Is it possible to search by: Exact phrase in quotes? For example “907 North” Or Any of the these words with an OR statement? For example: 907 OR North Thank
Link from asset to DeskTop Central machine details
If ServiceDesk Plus is integrated with Desktop Central: As a technician with appropriate permission when viewing a workstation asset in SD+ when the asset is also managed by DeskTop Central, I can click the Service Tag or another link and go directly to the machine details in DeskTop Central SD+ : /ViewWSDetails.do?wsId=XXXX Links to DC : /invComputerDetails.do?actionToCall=computerDetails&RESOURCE_ID=XXXX
Option to have new ticket start on a search page
Many of my users are lazy and choose the first ticket template they see. I have seen many support pages start with what is your issue. just like when we start this discussion as you type it brings up other similar issue/topics This would be great to have as the main ticket page as an option. force the people to start typing in their issue and have templates show up in a list close to that description. just as if they searched by my users don't use the search feature
SD 9.0 License Details w/Custom Field
In previous versions of SD, before the downgrade license functionality was implemented, we created our own custom fields to be able to make notes about being downgraded or not. In SD9, now those user defined fields are not able to be added as a column for the license details. The information is there (thankfully) but we have to click into EVERY license to see that detail. Can this be fixed/added in a minor update...the ability to add USER DEFINED FIELDS as a column in the license details.
Exporting a report, set the default file-name to be the report title?
I think it would be great if when exporting a report, the default file-name that the report wants to save itself as is the reports title? Currently when I run a report and then export the report to a PDF or XLS file the file-name seems to be random, in my case 1361974124819.PDF where it would be more useful to me to be something long the lines of the report title with maybe the date and time? i.e. SampleReport_27022013.PDF
Oracle Data base
Hi Dears Is there any possible to use of oracle db instead of mysql? Best Regards
Variable operational hours for weekend help desk working days
Our help desk hours of operation are reduced during the weekend (much like adventnet). Within the configuration of operational hours within SDP, we would like to configure reduced hours for friday, saturday, and sunday.
SLA can be chosen per ticket, in the template editor.
Sometimes I create a special SLA for a specific template. Then I have to go into the SLA and generate the search criteria, contains this does not contain that ect. This SLA search is great for broad spectrum but to me it seems easier to have this as a drop down field to choose the SLA from SLA's created. Many tickets do not have SLA's but in the same category we will have a few templates with different SLA's this requires multiple SLA's with different search criteria.
SMS server setting in Service Desk Plus
Dear Team, I have two products of Manage Engine as SDP & Desktop Central. I gone through some more products of Manage Engine as Application Manager & Op Manager. Both of the products have SMS server settings so we can put modem directly and fire sms alerts. So can we get the same facility in either of SDP or Desktop central? Warm Regards Prashant Mangal
restore backup in the 9 SD
I have a question. please tell me: i have a backup of old service desk, how can i restore it in the 9th service desk?
change the wording in e-mail to notify to.....
The wording confuses my users they place their own e-mails here thinking they need to. They don't realize this is to keep someone else in the loop Change the wording to Other e-mail to notify or other people to notify. I think it would be more clearer to the avg user whom we all know well you know.
View unassigned requests with "all in group & assigned to him" group permission restrictions
Hi; We've recently turned on the "all in group & assigned to him" group permission restrictions. This does not allow viewing of any requests where the group has not been assigned. This has two impacts. Firstly, technicians are no longer able to use the "quick create" functionality - as this creates a request with no group assigned - and this is not allowed with their permissions. And These technicians are no longer able to view the unassigned group queue. We use this group extensively for technicians
Ability to Change Items on Multi-Requesters at once
Would be nice to be able to select multi-requesters then set an item common to all. Example: I need to set all my principals to See all requests for their Department. Now I have to open 120 Plus requesters one by one and set this option. Thanks
Migrate Tasks
Hi Is there some way to move tasks between Requests and/or Projects? If not, please could I request something is added - for example, when editing a tasks, a drop down that allows us to move it to another open project or request. This would be really useful where people use the projects to organise their weekly and monthly tasks.
Ability to prevent requester from viewing the Resolution
We would like to have the ability to prevent a requester from viewing what a tech inputs as a resolution. It would be enough for the requester to just get a generic response letting them know that their ticket has been resolved. Thanks
Custom fields for tasks
I'd like to see user-definable fields for tasks. I'm coming from the project management side and have data in tasks that I'd like to be able to track, sort, and filter. Additional dates, customizable categories, and even free form fields that the administrator can define would be helpful at the task level.
Notifications/Status Update Request
Hello, We would like to request a feature within ServiceDesk Pro. We will be having scenarios where incidents will be created, and will require the assigned technician to provide status updates (notes?) after certain periods of time have elapsed, similar to the SLA type features. Example: - User Submits Ticket with Severity 1 (90min) - Ticket is assigned to Technician. - After 20 minutes the technician should get prompted or receive some type of notification to update the ticket with a note - After
technician-request
Good day, colleagues! I have a question for you, If i'm a technician and have made several requests, then when I'm making myself a guest my request made as a technician are disappearing. What should I do?
Allow Privileged Manager to remove or update survey results
Use Case: Requester accidentally misreads the survey rankings and marks low when they meant to mark high or vice versa. After a conversation with the requester, a manager should be able to either remove or update the individual survey result.
Nested Resources in Service Catalog
A nice feature that would be beneficial in future releases is the ability to create nested resources in the form builder of Service Catalogs. For example, when a user submits a problem with Internet Explorer: They have the pull down for browser name. If they select IE, then the version pull-down appears, and they can only select existing IE versions. Or If they were ordering a new computer: They select Desktop or Laptop If they select laptop, the next field appears for them to select laptop accessories,
2 ticket from 1 service request or change request
In our work possible service requests for which should be made two parallel stages in different departments. Can request generate two requests by templates or create second request from first with another template? Just as tasks in request now, but the task not not suitable - do not approve, do not have attach and are not included in the reports. Another way - make the same request through change - change request template will generate the appropriate requests (2 or more) from templates.
Making ServiceDesk Plus Indexed by Search Engine Bots
How does one make ServiceDesk Plus get indexed by search engine bots? Most Wiki material on the web that is public is also available for search via a search engine that discovered and indexed it. I haven't found this to be the case with ServiceDesk. The URL https://domainHostName/sd/SolutionsHome.sd or something similar should provide a visiting search bot with information to link pages and resources of those pages so that users can easily discover pages created in ServiceDesk in the search engine's
Task enhancements
Hi there, We would like the following enhancements with tasks. 1° To be able to create custom views for the task overview (similar to the request overview) In our company, a lot of technicians are member of different support groups. Therefore we would like an option to filter the task overview per group. 2° To be able to predefine the times in the task template For certain service requests, we know upfront how much time each task will take. Therefore we would like to be able to pre-populate
Business Rules - based on a change of value
It would be useful in the Business Rule section to be able to define a rule based upon a value changing when a call is saved. For example, once the ability to automatically create an email is added to ServiceDesk Plus (I understand that this is a scheduled change), we would love to be able to automatically generate an email to a customer if, say, the priority of the call is changed. Brett Bridger Senior Systems Engineer St Vincent de Paul Society NSW, Australia
Approvals text
When a comment is added to an approval, it is difficult to read those comments. If I hover the mosue over the comment, it is displayed in a tool tip type of window but only for a few seconds. I suggest that you allow techs to click on the comment to pop up a window that contains the text entered by the approver. The tech should then have to manuall close the box rather than have it automatically disappear after a few seconds. Need to provide a "More information required" option that sends the text
Known Error Database (KEDB) - NOT SOLUTIONS
As part of the problem management module it would be nice to have a list of know errors and workaround. While this can be implemented as a "solution type" the fact that incidents cannot be related to to a solution means there is no ability to see the effect of the known error on the service. Requirements: It should have custom fields for the client to create their own data types against the record (the status of the error, severity, system etc) It should be able to be linked to a Request - i.e.
UDF Text List not working with API
Hello all, We migrate our Helpdesk for the last version, and something is not working properly. We have a UDF Text with a list items. And I need set this item when inserting a new incidente by the API. I try put the "name of UDF item" or"text1" in the URL but not working :(. What I need put in the URL for this UDF TEXT list Item to set automatically ?
Editor UI toolbar incorporate Zoho enhancements
The editor UI toolbar that is used here in the Zoho forums is far more enhanced than the one in ServiceDesk. It would be nice to use the same toolbar particularly in these areas: Strikethrough Subscript Superscript Font types Font sizes Indent increase/decrease Clear formatting Insert Image - Enhanced capabilities Insert Hyperlink - Ability to choose hyperlink types such as file, ftp, https, http, etc.. Insert Table Insert HTML Insert Code Insert Quote Switch to HTML source view (Note: available
Sort by installed in Scanned software
Please add Sort by Installed count on the Scanned software screen. I can sort by any other column.. but not that one. This would make is VERY easy to remove software were the count is "0". Otherwise I'm scrolling through 2300+ rows to remove items that have a 0 count. Soon please.
Hijri Calendar
Hi i want change main SDP calendar to Hijri Calendar, so How Can i do it ? my Version of SDP is 8.2 Best regards
Work Log Additional Fields & Customization
Definition of additional work log fields (and customization to determine which of default fields are shown/hidden). Custom fields customers may wish to define are, "Cost Center", "Account Coding", etc.
use variables in email reply templates
Any plans to enable the use of variables in the Request Reply Templates? It would look much better if we could populate the requester name and other specific information from the request.
Additional Date filters for Reports
It would be really nice to have additional features when selecting a date filter within the reports. Right now the dynamic filters are along hard date ranges (year, quarter, month). There are often times where I want to search Last 12 months, Last 30 days, Last 90 days, which crosses the standard date ranges.
Work Log visible by default on Resolution Tab of a Request
If Request closure rules states Work Log is Mandatory to close the Request, then I think it should be visible by default on the Resolution tab. Or have an option to have it visible by default on the Resolution tab.
Api rest is posible make retrive all request?
a
Purchase Order Form
Hi all, There are two locations where the tax rate can be added; per item or on the 'Sales Tax' line under 'Total (Net)'. If both are filled in, Servicedesk will calculate the tax rate twice and will add the double calculation to the total price. I think is a good idea to let the user choose how the order form should look like and which field to use, but this cannot be edited now. Can you find and implement a solution for this? Thanks. Regards, jmschuur
A new HTML editor
Hi . Is there a chance to replace the HTML editor ? Is it possible to put the in the editor icon right to left? Thanks
Tasks in the Request
what is the concept of tasks? how to implement it? can i use it for example to create a request and add few tasks, then no one can close the request before all the tasks been completed? or it has a different use? and how to tell the request that the task was completed?
Additional field types
Hello guys, This has been asked in the past, but it's been quiet about this for quite a while. It would be nice if we could see an update on this. We can add in some additional fields through the Configuration Item Types: We would really like to see some additional fields here (if possible): Hyperlink field (true hyperlink, clickable) Picture field (not as attachment, but directly visible image in png, gif, jpg formats (most used web formats). Imagine you have to manage 30+ different mobile phones/smartphones,
Allow multiple email addresses per Requester
Allow for one or more additional email addresses per requester. Allow multiple email addresses Allow selection of a primary email address Allow technicians with appropriate role right the ability to manage email address attributes for requesters. Use case: Assumption: SDP is configured to not allow request creation from email addresses already defined by a requester email address. As a Requester I wish to submit requests via email from any of my approved/associated email addresses As a Technician
Next Page