Request Closure Code - add to template?
Are there any plans to add 'request closure code' to the template fields? We would like to make the request closure code available in the template, without making it a required field. If the code is 'success' we don't want to take the time to complete it, but we are interested when requests might be closed for other reasons like 'cancelled', 'postponed', 'unable to reproduce' etc.. It seems the only way to allow technicians to complete the 'Request Closure Code' is to enable the 'Yes, prompt
Change to the new Notification alert ion in the ribbon
Would it be possible to have the new Notification icon enhanced, so that if the assigned technician updates the ticket, they do not get an alert? John Doe logs call and I get the ticket. I add a note to the ticket and it alerts me that a note has been added. It’s good that an alert is there if someone else makes an update, but unnecessary for the assigned technician. That and a few of my users have complained about it. I assume adding some kind of “if assigned technician equals” flag might
Asset Printer
Hi everybody I'm looking at the Assets part of ManageEngine ServiceDesk Plus. I have a question : I have created a network scan with a IP Range to import all our printers in the Asset view. Everything is OK about this import, except two points : - The "Name" is the IP adress of the printer ( in place of the internal name ) - The "Product" is always the same (RICOH Aficio MP C6000 - in place of the real product) Basically, it's not a problem. I have changed, for every printer, the name (with the
Can I specify business rule to send "Approval" email automatically?
We have certain category of requests required to be approved by the business lead first before IT team can start any action it. Is there a way to define business rule for it? Thanks in advance Aaron
Closure rule for tasks
I'm wondering why tasks don't have closure rule setup jut like requests?!, i.e. a task shouldn't be allowed for closure without an accomplished worklog
Roles under Specific sites
Hi I want to add different roles in differenet sites and use just this roles in these sites,no public roles how i can do it??? Ehsan Best Regards
Custom Views on Change Requests
We would like to see custom views available on Changes. One that would be very useful for our management is to allow us to create a view based off of Technician Group. Currently our managers like to be requester and technician to get around this, but I think it would be better to allow them to view open changes for a tech group.
Strike
Currently is there a way to use <stirke> </strike> with the helpdesk ticket software? If not i would like to request it. We would find it useful for our ticketing.
Asset as a Mandatory field for Closing Request
Can you please provide an option in admin for including asset field to be a mandatory field for request closing?
Is there a way to navigate to problem related tickets by clicking the graphical representation shown in the dash board?
Hello SD Team, Is there a way to navigate to problem related tickets by clicking the graphical representation shown in the dash board. It navigates to the corresponding tickets,In case of incidents,requests & change orders. Similarly can we navigate for problem tickets as well. Attached the screenshot for reference, Please check and let me know. Thanks Praveen
My Closed Tasks View
Add to the dropdown on the tasks view to View My Closed Tasks.
Incident/SR Templates
One of the main problems I have is the fact that you cannot create a template to base other templates from. As an example, I created about 20 incident templates and about the same amount of SR's from scratch because you can seem to duplicate a existing template. Im not sure if there is a way to do this but I havent found it. Would be great it this could be added as a feature
Close Button on New Tasks Screen
Inside the tasks, you have a delete and edit button. Can you put a close button? It would make things simpler from a usage standpoint rather than spot editing to close.
Asset combobox in new request form
Hi, currently the asset's combobox only shows the name, unfortunately it is not always easy to understand what type of asset it is, as shown below: My proposal is to add the asset type, such as below: in addition, it would be greatly appreciated you can also select the assets that are associated with the Department of the selected user (Asset assigned to the department but to no users), such as common printers.
Hiding priority from self service users
Is it possible to hide a Priority level in the Self Service portal so that user's can't select it?
SD+ Incident Template work log
Dear, We are currently testing SD+ and so far so good... But still I miss 2 crusial features which are a bit of an anoyance. Our Technicians use several incident templates... What I would like is that the Technicians name is set as the person who is logging the ticket. Second thing is when using a template, it's possible to add a solution and already close the ticket on save, but because there's no work log added, this template always comes back that it cannot close due to the work log. The work
Progress Bar When Restoring
Is there anyway that i can truly know the real restoring progress?
Russian language support
Do you have any plans for Russian Language? If you are interested in support, we can help you to translate in Russian language. For information: Our company "Arguments and Facts" are huge publishing agency in Kazakhstan, Almaty. We got proffesional translator in establishment. If you interested in our assistance, please contact me. nabramenko (you know what goes here) aif.kz Best Regards, Nikita.
Task Notifications
When I create a task from a request the technician is not notified. Is it possible for the Task to be sent as an appointment? This can then be sent to anyones calendar. At the moment, I send the task and no one knows it is there! An appointment would be ideal we can then utilise calendars in iphones and Outlook etc. Some techs are remote and a calendar reminder (and to the sender) would be very useful.
Template Projects
Hi; One of the great benefits our support desk see in the projects section of the new release is handling repetitive mini-projects. The obvious scenario in our business is creating and supporting a new staff member. They need equipment, security access, domain access, application access, training etc. Most staff have unique needs, but most of their requirements are generic. In our environment the responsibilities for each of the tasks to get a staff member going are not achievable by a single technician.
Multi currency
Idea for Multi currency to use in ServiceDesk plus(Purchase, Asset cost and depreciation, Contracts...etc), the currency rate updated automatically from internet (Bloomberg, Reutures,..etc )
Clean up workstation scan history display
Can we get the Workstation scan history display cleaned up? We get LOTS of lines that never ever change.. it displaying HUNDREDS of lines that show "Scan Status : SUCCESS (No Changes)". I don't care if the status doesn't change on a sucessful scan.. I only care about then things change. Can we have an option to hide all the sucessful, no changes scans?
Asset Templates
If I want to store the number of keys of a keyboard with an additional field called 'Number of keys', and I have created 'Keyboards' and 'Hard Disks' as components, then the user will see 'Number of keys' when creating a new hard disk, isnt that awkward!!? I strongly hope you can make something with this issue in the next release of SD+ (8.0?), it is really a must to have such feature. for every component or product (asset) there should be a way to define their own additional fields without interferring
Service Request Template Resource Tab
The Service Request Template Resource Tab is very useful. Would it be possible to add a date field type option to the New Question feature. Currently we are using three drop downs for month, day, year but it's difficult to report on.
Asset Notification
Our customer needs to receive notifications based on asset values. As one example, they loan laptops to various departments. They would like to automatically email or sms a user or technician when the loan period is about to expire or has expired. They have included additional fields to add these values. They would also like to receive notifications on disk space, memory change etc.
Attachments for Resolutions
It would be great to be able to add an attachment to a request solution and have the attachment sent when sending a resolution notifications Also, if an existing solution with an attachment is copied to the resolution, the attachment should also be included. Also, when a resolution is added and the option to notify requester is enabled, anybody in the 'email ID's to notify' should also be sent notification of the resolution
Lots of suggestions
We would like to be added to early releases, and beta testing for Service Desk Plus. Here are a few things that we are suggesting as improvements based on our experience with this and other products. 1. When replying to an incident or request, provide the option to change the status in the same screen. This will eliminate another step. 2. In the iPhone app, have a way for it to distinguish from the main screen the difference between an incident assigned to the tech, and unassigned. It’s hard to tell
Preventing technicians from using onhold
Hello, since there s'no mechanism in SDP to force the technician to add a comment for his action like a request status change we've decided to prevent them use the onhold status. In Roles management i disabled the check box Modify Due By and Allow stop timer, the overdue requests OnHold became Open with no possibility to make them OnHold again(for this role), but they still can set OnHold on non-overdue requests. Is there a way to prevent this status to be used at all or for some roles?
Allow more than 50 tasks in Project task list
Inside the Projects module, allow more than 50 tasks to be show. We have large projects with hundreds of tasks that it would be helpful to view more than 50 at a time.
Creating a Service Request from an Incident ticket.
Dear team, I was reading that you are working on it, and for my company is too important to solve it asap, because most of the tickets are registered in SDP by email, and as you know, when it happens those tickets are categorized as Incidents with no possibility to change them to Request. do you have an estimated time to develop it?
CMDB adding field & field types
Hey guys, Under Admin you can create new or change existing Configuration Item Types as we all know. May i ask for some enhancements to the available fields that can be added there or have some guidance or info whether or not this will be enhanced further or not. Specifically: Can we have a field type that recognizes a URL, a hyperlink? Can the Pick List field be enhanced to set a 'default value' Can a 'Image' field be added? With kind regards, Insectiside
Rights to a category/sub/item by tech group
I would be nice, if you add feature to get rights to a category by the group So one of tech can see only categories that apply by rights to his tech group. This may be useful if SD is using by many of tech, covering and supporting different services, it would help to categorize request more quickly. We want to use SD not only for IT tech, but also for a technical department
Resource Name : no_computer_name
Every day apper computers with Resource Name : no_computer_name . Why is that? how to solve it?
Ticket management - calendar intigration
Hi, The ability to forward a ticket to a calendar as an appointment. This would provide better management of remote techs that are accessible only by smart phone. I can forward from within the ticket and keep all notes etc in one spot. I could also send to the tech and the manager so that there was redundancy ...
E-Mail Reply's to a Request
Its there a way to have SDP remove extra conversation history in replys by removing or hiding anything that appears below a particular string? If there is any back and fourth via email the content can get pretty messy.
Tools menu
It might be nice to have a tools set (like in OpManager) on the asset page, maybe on it's own tab or from the dropdown list to be able to web into an asset like you can with workstations under the remote control tab. This could be handy for items like printers, switches, etc. that have a web interface to them for management.
iOS SDP push
Hello. When iOS SDP will get push notifications?!
Asset Description
Since there is not a lot of room in the asset (product) field for a big description of the item, it might be nice if you could do a "mouse-over" or HTML "ALT" tag type of event, so when you put the mouse on the asset itself, it would pop-up a window that contains the comments field from the asset management - product list window. This way you could see a lot of information about the product without having to jump around to different screens and jump back.
Merge Duplicate Requesters
Is there such a feature? I searched the forums and found only years-old topics suggesting that the function isn't built into the system, but has this changed recently? For example, we may have one staff member called Joe Bloggs. On the system he may be registered as "Joe Bloggs", then accidentally registered again as "Joe Blogs". Would be really useful to merge such examples, as cases end up split across the different duplicates and therefore difficult to search for. Regards, Robert
Approval Link in Approval Mail Content
Hi, I saw there is $approval link for the message that sent to the CAB for recommendation in Change. However, I didn't find the $Approval Link for the message that sent to service request approver for approval... I think it makes things easier if there is approval link in request since the approver has to click the request link-> log in ServiceDesk to approve request currently. We are expecting that they can approve the request just by clicking the approval link in email, then click 'Approve' and
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