Import additional field Manager from LDAP
Hi, I tryed to import the field Manager from LDAP. It seems to be impossible automatically, so I'm trying to update it from a csv field but I don't know if the procedure update the existing records(users) or insert a new ones. Can you help me?
Adding groups security to Change Control
SDP Team, We have other departments outside of our IT department that use SDP for managing request. To make sure these other departments only have access to their request I have created a technician group and role for each one. In the role settings I have selected the option for them to only be able to see items in there group or assigned to them. This has been great but now we have a second department that wants to use the change control module. Using the same method I notice that they are
Stop change requests been sheduled for certain dates
We have certain dates when we do not allow change requests to be scheduled such as over the Christmas period currently, these enforcements are manual it would be great if we could somehow add these dates to the service desk scheduler and not allow planned Change requests to be scheduled for these dates. We also have some other rules such as a change request cannot be performed the day before the technician goes on holiday, we already add technicians holidays to the scheduler. The final rule
Modification to Change Control Module
Having seen the demonstration of the new Change Control module ti lacks some functionality with respect to CFR Part 11 and Electronic Signatures. To be compliant with these FDA guidelines users should be prompted for their password when approving changes for example rather than assuming the person currently logged in is the person that the action has been assigned to. Positive authentication is required at this stage.
Option to Close without notification
Feature is absent in ServiceDesk, exists in SupportCenter.
LONGTODATE
I am running queries from MySQL Query Browser but it does not recognise the LONGTODATE function, where can I find this?
Projects - Problems modules integration
I would like to request these two modules be integrated or 'talk' more. Currently, we are trying to replace an app being used for tracking Issues/Problems associated to a specific project. Each problem is assigned to a specific technician. In the current version of SDP, I do not see the ability to create a project and then have a list of associated/relevant Problems. The projects are longer-term in nature and require tracking issues/problems as the project progresses. I would like to request
Customisable help page for templates
I don't know if I missed this somewhere but it would be very useful if there was a help button to link to a context sensitive help page for each of the service requests. It just needs to be a simple html page with a popup window or an expanding/collapsing div. Editing I would presume would be an additional tab attached to the requester view. This would enable us to add additional information to explain certain fields and the type of information we want from the requester.
Priority descriptions need to be displayed for users
It would be nice for users to view the descriptions along with the priority and other fields that we enter on the admin side.
Outlook Add-in and API
Hi, We have been developing an add-in that uses the API to bridge the gap between a technicians email and Service Desk. Many companies have been trying out the add-in and have been very happy with the results. One thing could be better and that is if a user could be authenticated with a user name and password, the user object would then be returned from the API along with the API key and from that point we could store the key and use for other functions. The Support Center Plus API has this included
Associate a service request to project
We have been using ManageEngine service desk to keep track of all change or development requests for our ERP system and in-house developed applications. Each of these change or development requests triggerred a project. Depends on the complexity, we used either MS Project or Excel to manage the project. To let the requester check the status of the project, we tried very hard to use Work Log as a way to update the status of the project. With the new Project function, I think it maybe a good alternative
Cascading list boxes
We are currently deploying SDP V8 on our network. My team have suggested that it would be a useful feature to allow the creation of cascading list boxes as additional fields on the Incident and Service Catalog templates. These list boxes would work allong the lines of the Category-Sub-Category-Items list boxes already in use and would provide that feature for company specific requirements.
Support Group - Manager
Hi, Is possible to have in the Support Group the possibility to identify the responsible/manager for the group and also have ability to have alerts of requests, tasks, etc. for that responsible? Best regards, José Almeida
Request Print Preview - Include Changes / Problems / POs
In a Request print preview that has associated Purchase Orders / Changes / Problem, allow selecting to have those associated records included in the print. This would be extremely helpful in the case of Purchase Orders where the request and PO need to be maintained for certain audit or physical signature requirements.
raise ticket priority over time
Hi, is there a possibility to automatically raise the priority of a ticket if not resolved after a certain time, especially if overdue? If not --> would be a nice feature imho :) Uli
SharePoint Integration
Is there any SharePoint integration for Service Desk 8.2.0 Build 8200. Are there any API's available. We use SP 2010.
Reply Template
Hi, is it possible to add an attachment to Reply Template ?
Consumables in ServiceDesk Plus...?
I am looking to see when we expect to have consumables tracked in ServiceDesk Plus. I know that we have discussed that this will be added in the future, but that was back in 7.0, we are over a year later and really need to get some sort of time frame.
Resources
Having resources available is an excellent idea. However: When a form is created with resources, there is no way to make it mandatory to select at least 1 option. A user can therefore submit a ticket that has no resources selected. When an admin creates a form and adds a resources section, that section should always be set to MANDATORY. If the need arises to delete a resource because it is no longer required (e.g. a business decides to cease using PCs and use Apples instead) there is no easy way
Service Desk Plus from Android
You can include SDP for working in Android. Because my company is full Android Smartphone because the all environment use Google App (Gmail, Drive, Site). You can believe is possible include this plataform to use in Servide Desk Plus for feature release. Thank you for your answer. Best Regards.
Incident status change matrix
Hi, does Service desk support status change matrix to limit status changes from any to any I need to put limitation that status from OPEN can be changed only to WORK IN PROGRESS, and from WORK IN PROGRESS to RESOLVED or MORE INFO REQUIRED, is it supported? or is it planned to be implemented in next releases? thanks Irakli
Searching additional fields
In the version we use, it appears that we can generate reports that include common additional fields. The search facility does not allow any additional fields to be searched. It would be very useful to be able to do both We are currently using SDP 8.0 (8020) but planning to migrate to 8.2xx so this feature may be available there.
Is it possible to add a multiple selection field type (Example Checkbox) in any of the template (example Incident)
Is it possible to add a multiple selection field type (Example Checkbox) in any of the template (example Incident)? If yes, please guide with the steps... Thanks Athar
Change & Problem Management should be viewable by Requester
Change and Problem management sections seem to be viewable by Technicians only, is this on purpose as it is something I would consider useful for a requester to also be able to view for progress reports etc..
change default font in the description box
Hi I want to change default font in the request description area. i know that the style.css is in the below path \AdventNet\ME\ServiceDesk\applications\extracted\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\style but i dont know the exact part for customize the description area font and style. please help me. thanks
Solutions Area - Multiple Sites - Restrictions
Hello, I have been looking around and did not see any questions or answers about this. Is it possible (now or in the future) to setup the Solutions area to be able to restrict an approved Solutions article to just one site? We have multiple clients and want to setup one service desk for all of them to use but we do not want the companies to know we service other companies besides them. Would there be a way to setup the Solutions we post (for self help) so each site would only see what we want them
Auto assign group based on technician
A nice feature would be a setting to automatically populate the support group when a technician is selected. When our staff picks up a ticket often times they forget to select their group, which leave gaps in the reporting (We report on Support Group productivity).
Approval request template Enhancement to....
I think it would be great if when an approver clicks on the link within the template and the window opens with the description and listed conversations that the list of all approvers be shown along with their status ie) pending approval, denied, approved. Should also show any comments they may have made Also an approver should be able to add a comment without having to approve or deny a request. In other words they should not have to deny a request if all they need is additonal information before
Archive Handling
I like the fact that we can archive cases to a read only state, however, there are some things I'm not a fan of about the archiving: - Backups during upgrades see no improvement by archiving requests. There should be an option to backup full, archives, active or trimmed (db only). If have a scheduled backup, why do I need to backup the archived requests again during an upgrade? Why not skip that data and cut the pre upgrade backup in half? - Import/Export of Archive Data. Allow archived requests
remote contol from mac to windows
is there in the near future plan to add support to do remote control feature compatible to do remote control from mac to windows because i am mac user with firefox and the option is not avialable
Send SMS through a GSM Modem
Hi all! I'd like to know if in SDP is possible to send notifications through a GSM Modem connected to the serial port of the server. We have SDP and OPManager, is there a way to send SMS from SDP through OPManager (and his GSM modem)? Thanks a lot for your very precious help. Marco Di Silvestre Telecom Italia Media S.p.A.
Own role - full control for requests
It seems that providing full control for requests for an own defined role is not possible. The tick in the full control is reversed and can't be saved. As far as I understand showing the "Helpdesk dashboard" is therefore not possible for this role.
Translate
Hi Dears I need to translate a help part of the software for my employee. how i can translate it to my custom language and rewrite it as well as i need. which part of source should be change? is there in the application resource or another places? for example in the picture i need to change whole of the text to my custom text. please Help me Ehsan Best Regards
Changing SLA once a call has been logged
Hi I have a requirement whereby we sometimes need to change an SLA mid ticket, our scenario is that if a site visit is required we would like the SLA to start again with a 4 hour response (this is our SLA to attend site). I can't select a new SLA once the call is logged, can this be done? I thought linking service category's to SLA's and changing them might work but while the service category's can be changed the corresponding SLA's do not. Any ideas how I can achieve this? Thanks Ian
not modify predefined fields in incident / request templates
I would like that if a field is marked as 'requester can view' in a template, the requester cannot modify it.
Vendor List
I have been tasked to update our ServiceDesk Plus, and maintain it with all of our information. I spent hours updating our Vender List only to find out, that none of my technicians can browse this list. It would be nice to have a tab across the top with a link to a list of vendors that I entered on the Admin tab > Vendors. Or maybe a link to it under the Contracts tab. Just anywhere that one of my techs can look up to find the full contact info for a vender. Even on the Contracts tab, for a contract,
Quick Create - Add Field
can i change the quick create field so that a required field is assigned technician or if the technician logs in and creates from the quick create it automatically assigns that technician. basically we would like to be able to use the quick create option, but dont like how it is unassigned
How to link Purchase module details with CMDB module thru machine serial/tag numbers?
Dears, I would like to link my purchase module details with CMDB module which is very helpful to us and less time consuming to update. I am hoping to do the same thru machine serial/tag numbers which is automatically detected by the CMDB, I just don't know where to include the same in my Purchase module so that CMDB module will capture the details and publish the information automatically. Many thanks, Dawood E.A.
Auto printing an incident with certain category or text.
I don't think it is possible right now. Alternative solutions suggestions is also appreciated. Case: Some incident with an specific category (business rules?), should also be printed to a printer when created. (a installed printer on the server). This would work as an active worksheet printing for tasks that 3 party should perform. In our case laying a network cable at a specific location (example our halls), so that the network staff can perform the configuration afterwards. The people laying the
Help for users
I'd like to suggest that admins be given the ability to provide help pages to their users for each service or incident template they provide. These pages should be customisable to be specific for each separate form and should be selectable either by a prominent help button or by clicking a tab. The help text could be displayed below the form as is done in the admin wizard pages. Users should have the ability to turn off the help pages if they so desire.
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