Task Management
I suggest that task shall accept attachment.
Where forwarding or replying to an email in a ticket, include the last updated user/time/date
When forwarding or replying to email stored inside a ticket, could the last updated time, date and username be added between the existing text and the text I am about to add. Basically have the same behavior as I would expect for an email package when doing the same thing.
Request link to asset
Hi SDP Team, Is there a way to link request to asset? For example a requester is requesting blackberry device once approve by the department head that request will be link to my asset list or my CI Types. Thank you very much. Emmanuel Jopia
Closing calls with linked requests
Currently, when closing a call there does not be any way to ensure that all linked calls have been closed. If a call has been linked to 1 or more ancilliary calls, we should not consider the primary call closed until all linked calls have also been closed.
email notification for tasks assigned to groups
Is it possible to provide an option to send a mailnotification to groups of technicians when a task is assigned to their supportteam just like a normal request? Reason : same as a notification from a request : when assigning a task, the assigner doesn't know if the responisble technician is available, but the supportteam is always available.
Requestor fields only visable by tech level
It would be nice to be able to have custom requestor fields that are only viewable by certain techs with specific rights. Example of usage. We keep certain info in a user's AD for things like door codes and other items that they ask for and also for paths for profiles and home directories. It would be nice if these fields could be hidden from requestors but visible to techs. In phase 2: in would be nice to limit the field views based upon tech permissions. There may be certain AD items that
Better search for solutions
Could the search mechanism be improved for solution documents? At the moment it seems to relies too much on people knowing what the are searching for and authors doing good keyword loading. Even when the correct keyword is in a given search string, it'll fail to find anything until the rest of the string is removed.
Preventative maintenance due date.
Since the majority of our maintenance is after hours, it is useless to have a ticket logged the day that the maintenance is due. It would be nice to have a due date in the template like # days after creation. That would allow us to have it logged and a due date added.
Enforcement of Required fields
We have required fields that need to be populated for every ticket (Category, Level, Priority). When a Help Desk associate creates a new ticket, this is not a problem and enforced the rule. However, when a ticket is auto-created from an email, the Help Desk person has the ability to just assign the ticket to a technician, without populating the required fields. Please consider adding the following features into your roadmap: 1. A ticket cannot be assigned if the required fields are not populated.
Import Date from Excel or CSV File
Hi, Is there a feature in SDP, wherein i could import an Excel or CSV File to create new Assets Category Listing\Database? Ken Fuentes IT&T Support Technician IT Support Centre Email kfuentes@hwns.com.au ———————————————————————————————— House with No Steps Making the most of our abilities Head Office 49 Blackbutts Road, Belrose NSW 2085 www.hwns.com.au
Spawning child tickets off of a parent
My manager is looking for a way to determine the amount of work that is scheduled, vs the amount of work completed. For instance, we have a 40 workstation build that is due in Sept. Because the paperwork hasn't been completed, no tickets have been entered, and there is no visibility into the resources required for this. We are looking to create 1 parent ticket for the project, then spawn 40 workstation build tickets as children off of that. We also want to carry certain information into each of
SLA Escalation Notificaton $Group
We have 3 separate groups setup in SD Plus, and at the first escalation notification, it would be a really nice feature to be able to escalate to the group of technicians and not all technicians in all 3 groups. An example is we have help desk technicians, Application Technicians and Infrastructure technicians. When a ticket is escalating in the help desk group, it would be nice to escalate to all the technicians in that group without sending the escalation to the other two groups. Currently
Activity log history
It would be nice to keep track of past approvals or denies for a change or other item that requires approval. Example: Change1: is denied the first round because of the roll back plan does not fit with outage schedule. So the approver would select: Denied The roll back plan is inadequate. The change manager fixes the issue and the approver would see: Approved Go forth with the change Approval History 081513 - 03:00.00- Denied : the roll back plan is inadequate.
Requests - > New Work Log -> auto-fill 'End Time' or mandatory
Hi, as of the version 8200 there are is now start AND end time in worklogs. In the 8100 the execution time was mandatory which is now not any more (yes I know there for is now a hidden creation time in there). Is it possible to auto-fill out the 'End Time' or make it mandatory PLEASE? I have here hundreds of worklogs which have a time spent and description entry but missing start and end time entries. Is there even a way to fix existing worklogs via sql somehow (e.g. set end time to creation time
Retain customizations after upgrade to keep corporate look and feel.
Please can we have the customizations to the login page retained after carrying out an upgrade. It is a pain to have to keep reconfiguring index.html etc each time. The ideal situation would be if all Manageengine products could use the same login template to keep consistency I appreciate that consistency in look and feel is a big project across the product range for all pages but it would look nice for users if everything was the same. Maybe some kind of templating engine which was universally
Indicators on Request Screen to show requests/incidents with related Change or Problem
It would be useful to have an indicator (maybe a couple of icons?) on the reqest screen (both the request list and also detail screens) to show if a request is part of a change or problem (maybe project as well now?). Currently the only way you have of seeing if a call is currently poart of a project or change is to open it up and look in "Actions". This would speed up reviews of calls by knowing which calls are stand-alone and which are part of a larger piece of work. Thanks, Brett Bridger St
Approval History on multiple approvals
It would be nice to have an approval history for each time a request for approval is sent. Example if I am sent a approval for an item like a change and there is an issue with the change, time is incorrect or something else that would make me reject the change, it would be nice to keep that notice of the rejection and the comments in the change approval history. If the person who created the change then corrects the items in question and resubmits the change for approval then the comments should
Technician Space enhancement
Add Announcement notification to the Technician Space added in 8209. It will make them more visible.
SDP Email Commands don't filter body
Using the email commands @@SDP@@, @@Operation=AddRequest@@, etc... The @@SDP@@ is removed from the Subject, but all the commands in the message description stay. This is really ugly in the incident description. The commands are parsed fine. I just wish they would be stripped from the description like the subject is.
Make sub category non-mandatrory
Is it possible to make the subcategory non-mandatory? If so how do I do that? We have version 8.2.0 Build 8205. Thanks
Project Management Feature Requests
After associating a project to a change... 1. creating a new task within the project module does not update the implementation tab "task list" within the change and vice versa. If you add new tasks within the implementation tab of the change ticket, it will not update your project task list. When a new task is created it needs to be reflected in BOTH the implementation tab of the change and project task list 2. from within the project task list, create icon shortcut with pop ups that provide the
TO and CC addresses should be added to the request
When a request is raised via email, anyone included in TO and CC fields of the email should be added to the requests 'Email IDs to Notify' field. Also, the 'Email ID's to Notify' should also receive notification when the request has been resolved (if the option to notify requester when marked as resolved is enabled) Thanks, Ed
Inputing Contracts into Servicedesk
Is it possible to input contracts via csv if not is this in th e road map to be able to do this. Our model is contracts are renewed yearly and to re input every year is going to take a lot of time
Changing the Priority Matrix to account for Incidents and Requests
In our organisation, a request has a different priorty to an incident. WHile we'll probably have to duplicate the whole impact list to allow for incident/request, it would be better if the Prioity Matrix could have a third axis to allow the priorty to be determined by impact, urgency and incident/request brett Bridger St Vincent de Paul Society
Add search functions to the Project Module
With over 200 projects, it is difficult to quickly locate a project. There is no way to search or filter by name. Also, the search model on the "Home" page allows you to "Search in" all of the modules EXCEPT Projects.
Screenshot paste feature in online request creation noted as SDF-24233
I see there are several items ranging from 1 to 4 years ago on this topic but then they stop. We are looking for this feature and a screenshot accompanies almost everyone of our new reqeust. Is there any update on this being avilable? thanks, Eric
Unassigned requests not as good highlighted as done in previous version
I do not know if this is specific to new layout (>=8.1) but many of my support engineers complain about not able to quickly see unassigned requests. In previous versions it was done much better. We are not able to change this part of sdp theme on our own so please propose a solution for this. We spend many hours working in sdp interface and it is very important. SDP User since v7.0:)
different approver
hi, How can I send a request to different approvers based on a ciriteria? For example by creating a new business rule and define the ciriteria then choose an action like "send for approval to". Thanx.
Servlet API get resolution
Is there any chance that in future version Servlet API would be enriched with new fields for retrieving request details? Specifically, I need to get request resolution from few ouf our companys systems integrated with SD+. Unfortunately, migrating to REST API would be time consuming and risky, as those systems would have to be gone offline and reimplemented. Is there any chance in including this field in future releases? Best regards, KG
LDAP - Multiple search bases for one server
After speaking with the support technician, I have come up with the following solution, that should satisfy this request fairly easily: Change the “Domain Controller” field, so that it IS NOT required to be a unique entry Change the “Base DN” field, so that it IS required to be a unique entryBy doing this, the same LDAP domain controller can be used multiple times for the import of different base DNs. This is important for my organization because we have 1000+ OUs; however, my business group is only
Tasks are out of order
My Tasks are out of order on that task tab. Under the Organization button they are listed in the order that is correct. Dependancies are also set up even though it doesn't really matter ( We are told an update is coming to fix it) The Tasks were set up correctly when entered 1-5 now they are listed in the ticket 5-1 I hope there is an explanation and a fix for this.
Full Feature Android App
I see that there is an app for android on Google Play, but it doesn't offer the critical features need for commercial use. (SSL support and push notifications, ect) Our whole company uses Android phones. Please release a full Android App. Thank you Zach
Feature Request - Notification Groups and Rules
Do you plan on building in the ability to create custom groups of people that can be notified of a Incident/Problem being created or closed? We are finding this to be a major gap in trying to implement a Problem reporting system in our ServiceDesk implementation. At first, we worked around this by changing the ticket levels to Incident, Problem, and Service Request. We then set a business rule to notify a group of people when a ticket with a level of Problem and a Priority of Sev 1 is created.
Deleting/Updating Default Product Types
Is there any way to delete or update the Default Product Types? For example, I want to be able to change the Rack product type form IT Asset to Non-IT Asset.
Feature Request - Tying elapsed problem time to a monthly application downtime breakout report.
Sorry for all of the posts. We started using the Problem Reporting module, and our management sees a lot of potential for this. One thing that they are asking for is that when a problem ticket is generated and an application is selected, that there can be a monthly report that gets generated that shows the applications with accumulated downtime for the month. This factors into our performance deliverables for the year. Maybe this can be accomplished by a custom field that you can check off
backup technician
how can we adjust dueby date of the requests Automatically for backup technician?
Multiple Currencies for Purchase Orders
Currently it is only possible to choose one currency and stick to it. It would be of great deal of help to be able to work with different currencies for different contracts.
Incident Template - Add people to notify
Can we add the ability to add to do either of the following: - When making templates, include additional people to notify or - Notify the Technician Group when a request is Resolved.
Purchase Module - Adding attachments after Purchase Approved
Possible to allow adding additional support documents/attachments to a PO after it is approved without needing to go through the approval process again? Typically I get a quote, create a Purchase and submit for approval. Approval is given. I get a confirmation or packing list when it is received and want to add these additional documents to that purchase. These include additional useful information such as the actual order or invoice #.
what programming language was developed the service desk?
what programming language was developed the service desk?
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