New Project Management Module
Improvements: Make the Priority field a numeric one behind the scenes so we can sort the list by actual priority and not alphabetical. I would like to see the projects module have a presence on the dashboard tab.
Web services Integration Support for SDP
Many of our clients are requesting for Web services integration support, when implemented this will help many organizations develop integration with other systems more easily specially there are some applications that support web services like SAP. The web services interface should be two ways integration so we exchange data between systems. Thanking you,
SDP: Link Assigning tickets and notes
HI; I am forever assigning tickets to other engineers and then typeing a note into the ticket. Would it be possible to make this workflow easier by having a joint assign / add note option? Also, I would expect the add note to be a required parameter when assigning a ticket so a ticket cannot be assigned without a note. Regards Mark
business rules & automatic assignment of a template
Hi. some of our users send their service requests via email to an account which is fetched by SD+. We have set up business rules in order to fill out some fields. How can I automatically assign a request template (including tasks) to those calls? As an example, lets say that user XY usually sends an email with the subject "SUBJECT" to the SD+ helpdesk account: a new incident is created automatically (via mailfetching) and some fields like urgency, impact, priority, request type, cat, subcat are filled
Announcements
Hello to all, are there plans to implement some kind of security in announcements that does not allow certain actions like delete? Thanks in advance
Quick Add Task from Template on Change
Prior to 8200, you could add a task to the implementation in a change from a dropdown if you had templates enabled. You could add a task from a template with 1 click. The development staff here would like the ability to do that in 8200 without clicking Add New Task First.
SDF-25339 Notification to a technician when two requests are merged
Hello to all, any advance about SDF-25339? Thanks
Feature request: unified update buttons
Passing from one part of the system to the next, many times the submit or save buttons will be located at the top or bottom. I would like to see all buttons put uniformly on the top of forms, or both on the top and bottom. If they were on the bottom, it might be nice to have a floating overlay that is absolutely positioned to the browser window, at the bottom right.
Work Log
Would like to see the following changes in the Work Log section. I'm not sure how everybody else uses, or how you are supposed to use it, but I use more as notes for the tickets I am working on. More Formatting options Ability to view the work logs without having to open them like we used to be able to do Have the date pre-fill to today's date instead of having to select one all of the time Have the option to include the time taken to resolve or not ability to remove all the options to charge
Allow technicians to link requests to Projects
It would be great if technicians could link existing requests to specific projects under the project tab. This will allow PMs and service delivery managers to quickly identify all pending requests for a specific projects. In ITIL, a request for service should be tracked as a service request and not necessarily a task. Tasks are great but when a task is assigned to a technician from a different team or a different part of the organization, it should a request and not a task since PMs can't necessarily
Allow a Group of Requestors to Create Purchase Orders
I would like to give Requestors the ability to create Purchase orders. I do not want my IT team to get into the habit of creating Purchase Orders for the entire company. Not all POs are IT related.
Annotate assets
There ought to be a way to annotate assets. For example, If i have a laptop sitting in store I should be able to annotate why.
Feature request: Add Resolved requests to Home page
Hi would it be possible to add the resolved request which is waiting on input of a requester to the home page of that requester? So when a technician sets a request to resolved the requester has to close to ticket by accepting the resolution. At the moment you do see Open Approval requests on the home page. Can we add the resolved requests to the home page as well? thanks
No need to re-approve POs if they're cheaper?
Hello. Sometimes, I have to get a rough or estimate price and enter that for approval. When the real price comes through, it's often lower. But SDP still makes me get approval again, even though the original higher value was signed off. :s Would it be possible to set POs so they do not need to be re-approved if the changes are only the prices decreasing? Thanks.
Move Notes to a Tab instead of the bottom of a page in a request
Move Notes to a Tab instead of the bottom of a page in a request. I've used the work log probably how I should have used Notes. Now that ManageEngine changed the way work logs are done, It may be best for us to use notes. I'd rather click a tab then scroll down and add more notes.
Feature Request: Ticket Close
In service desk it would be handy to have a "Save and Close" function in the resolution tab. 99.9% of the time if we are entering a resolution we are ready to close the ticket as well. It would be nice to eliminate the step of saving the ticket then going back in to close the ticket. As it stands there is a "Close and add to solutions" button.
Iphone App Call Requester
I would like to see the Iphone app have the ability to call the requester from the request ticket. This would be a very handy feature, and seems like a pretty obvious one since it is on a mobile phone.
Set default domain on login screen
I've read a few threads that talk about Public and Private domains and also Dynamic User Addition to solve this problem but neither work. We have 1 domain and it's Public. Dynamic User Addition is set to Yes. On our login screen users have to pull down the menu to select their "Log on to" domain even though there's only one choice available. Is there a way to set that as a default so users don't have to select it every time they log in? Thanks!
PRE DEFINING THE SUBJECT IN A REQUEST
Is there any chance that I can make the subject to be a pre-defined, that is an agent will have to choose from a drop down list of various subjects so I can have the universal subject for common reported issues
Swapping service request and incident requests and vice a versa
Yet another update released, and still have no abilty to swap support requests to incidents and vice a versa this was reported that it would be available in october release, now february and still nothing is there any chance we could get a firm time line, as we are holding back creating service catalogs and incident catalogs without this ability as we would want to disable the default requests
i have 2 qustions
hi there i have qustion when i use this programs sdp 8.1 i want to chage font and font size for reports and otherthing if i want to send nofitication to techinan i have to configure it and when i see answers for same qustion i have to buy from servise provider buy sms kind of email to sms so iam in ksa can u give me example for this servise provider in ksa and configure sdp to work in it regards
Automated Network Scan
It would be nice to automate Network Scans versus Domain Scans, that way my virtual machines aren't scanned without me having to restructure my AD tree.
Views for Requests
I'd like to have an option to have different views on "Requests". Instead of just having a list of request, it would be nice if we could switch to a view where we see more information about a request, similar to what OTRS offers. Please see the links below: http://blog.otrs.org/wp-content/uploads/2012/02/5-Run_Job.png http://www.liventerprise.com/images/screenshots/OTRS.png http://socialmediaworld.com/wp-content/uploads/2010/11/3dot0-queue_views_1024x768_300dpi3.jpg OTRS offers 3 different views:
Filter solutions by Public/Private
It would be helpful to have the ability to filter solutions to technician only, public only, or all. I often find it difficult to sift through solutions and keep them up-to-date. Currently it would appear you can sort by Approval status and you can group ascending or descending by ID. I was hoping that v8.2 (8200 SP1) would have added that feature, but sadly it did not. Chris Davis srqhelpdesk.com Sarasota, FL
Is it possible to send a notification email when a ticket is submitted via email?
I must be missing something very simple here. I am trying to set up SD+ to notify our group when an request comes in via email. If I go into the system and enter in the ticket I get alerted but if someone sends and email we do not. We keep SD+ up and running but when I am away from the office I'd like to be notified by email when tickets come in. Is this something simple to do?
Maintenance Mode
I was thinking about this when I upgraded my dev instance When you upgrade service packs, it just shuts down the webserver and throws a Page Cannot be displayed error. It would be nice to put a message up "ServiceDesk is unavailable for maintenance. Please try again later." You could even take that a step further and allow us to add notes to that message.
Feature Request for SDP & SDPMSP - Ability to disable Surveys
Hi Support I have had many of my customers ask me to add the ability to withhold surveys from requesters based on criteria like; If a particular CSI is selected All tickets assigned to a particular Group Tickets are escalated to a outside party to be resolved If a request has been survey in the last X number or days (30, 60 90 days etc.) By mode, if an alert triggers a ticket, the server that overheated doesn't need a survey...LOL BIGGEST OF ALL, in MSP BLOCK ALL SURVEYS BY ACCOUNT Alex Bianco
Problem with description request
Greetings, when I place the cursor on of the request, the description shows me, as you see in the image below. But when I access in the request, doesn’t show me any description. We are using SDP 8.1 build 8125.
Asset permissions
Could you please look at giving more flexibility in the permission for assets. It would be wonderful to allow curtain techs access to curtain sites / departments. E.G Tech A ( a asset manager ) to have access to edit and reassign all assets for site A, but not touch or change site B.
Customer satisfaction level selection, when closing the request
Hi, We are using "Automated Close" for the "Request Closing Process". So an email is sent to the requester when the Request is put in Resolved state by our technicians. The requester has the option to close the request via the link sent in that mail. Wouldn't it be nice if the requester could be able to select his/her satisfaction level when closing the request. May be a drop down box with levels 1 to 5. Those selections would be very critical for the companies that provide support services and need
Ability to attach files to sites
We'd like to be able to attach files (such as pictures and lease information) to site information. Also to be able to add custom attributes such as end of lease date.
Incident CATALOG???
The Incident Catalog, which grew out of the Incident Templates, seems to be in desperate need of a makeover to be as pretty and functional as the Service Catalog. And it seems as if it might not take that much development/coding. Just need to borrow the same class or coding as the Service Catalog and apply it to the Incident Catalog. One of the hugest improvements would be nested categories w/in the Incident Catalog. For example, you can have a Service Category of Users in the Service Catalog,
Notifications
Hi, In our operation of this product we will be using email as the sole operational part, and therefore it is vital that the requester is notified by email as soon as a change to a ticket takes place, e.g., when I make a change to a ticket and complete the change an email is automatically sent to the requester. Is this possible to do now, or something for a future update. Thanks. Geoff.
Possibility for send user and pass notification after user was created
Greetings. We want to know if there is a possibility to send the user and pass information for an already created client, like the notification sent when a new user is created in SD+. Seems that one user requested the same function for SC+ 2 years ago, but it doesnt have any kind of following. We have 4 customers who want to know if this function were available in a future version. https://forums.manageengine.com/topic/send-self-service-login-details-for-support-center-plus Regards.
Number of Asset licenses keeps on increasing unless
Number of Asset licenses keeps on increasing eventhough products were not added. If you go to Admin, Assset management, Products, you will see a list of products that were not added. How do we control unacessary increase of asset licenses due above mentioned problem?
Set Default value on the Editor field in ServiceDesk Plus
Hi, My company woulb very much like the ability to set a Default value on the Editor field in ServiceDesk Plus. This would allow for automating workflows so requests go to dedicated editors. Would this be possible to include? Thank you in advance. Best Regards Markus
Feature to show Reply templates, based on the support groups associated.
Hi, I like the featur ein 8124 of show Incident / Service Request templates for technician, based on the support groups associated to the templates and technicians. It's more clean for everyone, it would be nice to have the same feature with the Reply Template. Thanks Yann D
Request Templates to Existing Requests.
Hello, Currently our ServiceDesk auto generates requests upon receipt of an email, Is there a way for the User to manually apply a template to this newly created existing request based upon it's description? Cheers Chris
Email warning
Hello! Question Servicedesk Plus! Is it possible to operate successfully send a response to the "warning" that come in e-mail?
Feature Request - Reporting by n'th Day
Hi Support We would like to see the addition of N'th day option to the scheduled reporting module, such as; Report all last months tickets on the 1st Monday of every month Report all active Changes on the 3rd Thursday of every month prior to a Change Advisory Board meeting. Summary Report of all the last Quarter's tickets on the first day of every 4th Month Alex Bianco Compugen Inc.
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