Feature Request - Business Rule to auto create Problem from Incident.
In reviewing the business rules tied into ServiceDesk, it apprears as if there is no way to automatically set a rule to change an incident to a problem automatically. We are looking for the ability to take an inbound email from our parent company (always from the same address), and automatically create a problem ticket from this. This then feeds into our Daily/Monthly reporting and notification mechanisms, so upper management has visibility into all application uptime. Please let me know if
Approval for Tasks
Another feature I would like to see and I think would be handy. Is approval for tasks. Specific task doesn't get assigned unless approval request has been approved.
Automatically assign requests to specific technician and category through business role
Hi I was wondering how to you auto assign requests to a specifc technician. I tried doing this through the Business Rules. Every time a user gets locked out or we do a manual password reset, we log a service request for it. People can email our helpdesk and a new request will be created. I want to do the following: Business Rule: Define rule: When a new requests arrives, subject contains "Unlock user" and that will also contain a user's name for example "Benny Unlock User" Perform these actions,
Add change status on Mail to Requester form
I propose adding an option to the Mail to Requester pop-up page that would enable changing the status from the same screen. Many times when replying to a requester we need additional information that should stop the timer on the request. Adding a checkbox or dropdown menu to the same screen to change the status would save a couple of clicks. If using a checkbox (my preferred method) the specific status could be set from the Admin>Self-Service Portal Settings similar to the "While a request is waiting
Tasks in a request
We are trying Service Desk and we would like to know if is possible to close a request when the tasks of this request are completed?
Ability to link Purchase Orders to Requests
We have a need to be able to create Requests of type "Project". These are generally not to resolve issues but to purchase a new PC, buy some new software, implement a new Internet router at a customer site etc. From the description you can see that we would need to purchase kit for these "Projects", which would need to be assigned to the Request so we know who to charge. In SD+ this could be implemented by allowing a link between purchase order(s) and Requests. This could just be a simple hyperlink
Approval Templates
I would like to see approval templates added. We are using approval for various things and it would be nice if we could adjust the notification to reflect the scenario instead of manually having to type it in every time.
Online sign up of notifications
One feature that would be great, would be to give the users the ability to sign up for notifications via the online portal. This way, when a manager of a business area wants to be notified when a specific system generates a Problem ticket, they can manage their notifications online and be sent emails when there is an issue.
Purchase Order Notification
Dear Support, Can we send a notification to specific technician when the purchase order is approved. Regards, Samer
Update on Feature ID....
Hi could someone let me know the current status of Feature ID SDF-21492 Thanks
CAL tracking, assignments and reports
Hi I think that it is an issue with manually added licences like Windows Server CAL. When I assign it from software licence level (Assets -> Software -> Software Licenses) but Client Access Licence type) - this relation is not visible from machine relations. from the other site : But When I assign that license from device level (add relationsship - > runs software) it is NOT visible as installed on license level. And of couse report named CAL Purchased vs Installed is not OK. How can we tracking
Custom E-mail Template
To whom it may concern, Is there a line item on the RoadMap for creating custom Email Templates based on a set of criteria? We would like to explore the possibility of creating custom notification rules for any internal 'additional fields' we have created. Thanks, Dan
Approval Tab for PO
Hi, Can we suggest that for the POs, that there be a separate Tab to Track Approvals (kind of like in Change) so at a glance it is easy to tell who has/hasnt given approval? Thanks.
Open new request and pre-fill the technician opening the request.
When opening a new request in SDP, is there a way that the person logging the request will automatically be selected as the Technician?
Graphique interface for solution in the customer interface
Hi, I have been searching for an option to change the way solutions are presented to the user in the self service portal. It would be nice to have the same interface for solutions as the request catalog. It is a lot more user friendly. One other improvement would be to add a link to an approved (and availible to all) solution in the request catalog for those that have one. We would like our users to log to the self service portal and look for solutions to their problems and to create a request from
Custom Theme Improvements
Hi, I'm pleased to see the custom theme option, but there are some inconsistencies in how the colors are applied that really should be corrected. It's easiest to explain with a screenshot: Basically, the Edit/Close/Assign/Actions/Reply buttons are drawn with black text on a solid color when it would likely make more sense to match them to the top tabs, both in terms of having a gradient background and also having a customizable text color. This would work better in cases like ours, where the
RSS feed for new incidents
Hi, Is there currently any support to get an RSS feed of the incoming incidents? If not, will there be? Thanks in advance. Best Regards
Support for Oracle as Database for SDP
Is there any road map for support of Oracle Database as back end; there are many advantages to it; > efficient back/recovery > heterogeneous platform migration. Windows to Linux/Unix; vice versa; > distributed architecture for application and database separate. you can start by supporting the free edition of the Oracle DB as well ;
Calendar Task View Gives No Relevant Task Information.
Is there a way in the Home --> Scheduler -->Tasks view that, when you click on the task link, it would bring up the same pop-up as in the Home --> My View --> My Tasks view. This pop-up is infinitely more relevant, helpful, and usable. What it does give is very limited and contains no relevant information as far as context and what the task is linked to and no working options for it like the My View links provide.
Auto lookup when entering a ticket
Ironically, this feature is currently used when posting a discussion to this forum. It would be a great feature to have the portal suggest topics based on the Knowledge base articles as you type in the subject line. Even if this became part of the Service Catalog feature, it would be beneficial to reduce user calls.
LDAP - Import Schedule
Need the ability to set LDAP to import on a scheduled basis. We have 30+ LDAP DNs configured, so we can reduce the amount of traffic over our WAN due to unwanted users being imported. Each site has it's own hiring process; however, IT is centralized. Currently, we have to manually import each LDAP setting.
SDP Project Task leading to changes
Hi there, I'm using the new Projects module for SDP, and running in to a workflow issue. I'd like to be able to manage project milestones, tasks, changes, and incidents in the one place. However at the moment, I have to duplicate information across both the Project module and Change module. Ideally it would look like this: Project 1
Import asset/cmdb relations from CSV files
Hi, I'm using SDP 8.1 and I'm importing a lot of assets using csv files. Is it possible to import also asset (or cmdb) relations using csv files? Thanks, Sutot
Software Asset didn't shown when changing asset associated to request
I add all IT asset as well as the Software, but when I would like to assistance one of the software to a request , the software didn't show in asset drop down list any help in that
Seach remarks fields of purchase orders
Due to there being no way of linking a purchase order to an incident, change or problem record we sometimes we store important information in the PO remarks field. We cannot however search these fields. Can PO search include this (and all other PO fields). Thanks, Stuart
Configuring POP3S account, error Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate
Hi! I´am trying to configure the Incoming POPs3 account email setting and getting the following error: Could not find valid certification path to requested target,so kindly configure to apply Trusted/Self Signed Certificate. I´am using a Global Sign Organisation Validation CA certificate. Works fine from Outlook etc. Any ideas how to resolv this? Best regards, Mats Engholm
Mail Fetching
Hello. Is it possible to make it so that the answer was added to the application, even if the email sender has not been found among the email addresses of users? Now if the address is not found email is deleted from the mailbox.
Multiple Assets in incidents
I think it would be very helpfull, when requesters would be able to select multiple assets, because the customers don't realy know which of their components has an error. It would also be nice if you would be able to show fields of the selected assets in the request/incident. kind regards Thomas
Workflow
Dear Support, i want to ask if there any plan to implement advanced workflow feature in the ServiceDesk Plus to customize it as business need. i tried one of our workflow and i asked your support but unfortunately we implement it partially . Regards, Samer
Checkboxes in Incidents and Requests
It would be very very helpfull, if you would implement Checkboxes to the additional fields. I know this request was pretty often asked for, but hey it can't be that tricky to add just checkboxes as additional fields for incidents and problems. The checkboxes in Servicerequests are not enough, cause it is not checkable with businessrules. Kind regards Thomas
Android Apps ManageEngine Servicedesk
Hello guys, We have noticed an Android app for ManageEngine Servicedesk in the Play Store, which we have tried. To our surprise this is a very limited app currently, hardly something that is actually useable. If it possible to give some insights in how this will or will not go forward from the current app please? I can see a few killer features immediately. 1. Create a ticket quickly (basic information) 2. Scan a QR-code of a device, that takes you immediately to it's details page to so you can check
Round Robin to a support group
Please consider adding the ability to specify round robin auto assignment to members of a specific support group. We have multiple areas that want to have this feature, but can only implement it to the primary support staff. Thanks, Dave
Send reminder or message to Task owner while viewing the task from my assigned Request
Hi there, When I open my assigned Request to review the Tasks from the Tasks view, it would be much convenient if I could send reminder or message to the task owner by clicking a button next to the task and later on I can trace the communications with the owner using another button. Thanks in advance for your consideration. Have a nice day. Ivan
Possibility for add attachments into notifications
Greetings. Some of our customers are asking for a possibility for add the attachments of a request into the notifications. For example, if a new request with attachment is assigned to a technician, the notification that the technician recieve, he would be able to recieve the attachments of the request inmediately without enter to the env. for downloading. Does this function is in the SD+ roadmap? Regards.
Notifications for 'on-hold' service requests
More often than not, when a service request is placed on-hold, the technician will overlook it, and not resolve it in a timely manner. It would be ideal to be able to setup notifications to the technician that a service request has been on hold for so many days (recurring). E.g., notify technician xx number of days that the following service request xx has been on hold xx number of days.
Android App feature request
When viewing requests in the android and iPhone apps and going into the conversation history. It would be nice to be able to swipe side to side to move through the conversations.
Feature request in Request View
It would be nice to have a button to expand all converstations in a request rather than having to click on each one to expand them.
Mark a requester as a service account
I posted this in the wishlist thread for 2013, but I wanted to break it out from there. We have email addresses for services/applications to report errors. Create a flag on the requester record that marks a requester as an automated service and do not send it emails, exempt it from surveys, etc. I want it to be able to file requests, but not for SDP to try to contact it back. We use the email function to report callhome events from servers, faults from mainframes, and other alerts. What ends up
Allow to attach document in an approval item
In most case, we need to ask requesters to approve certain document before we continue work on a request. But it seems the attachment function is currently available in the system. Correct me if I am wrong.
Group Phone Number variable or simple logic?
Hi We have two teams using the servicedesk, assigned to different groups. With requests auto assigned to the groups via business logic. It would be useful in the notfication/reply to templates to be able reply back with different info/phone number for each team depending on what group its assigned to. We can do: regards $group but some additional fields would be nice, ie: regards $group $groupPhoneNumber $groupDescription ( which is already defined ) or some form of simple logic ie: regards $group
Next Page