Business Rules and Tasks/Templates
I would like to request the option to add tasks or use a template as a action item for business rules. I and trying to automate as much as possible in this system and this has put me in a stopping point. Thank you. Marcus IT Support Manager
Searchable Tasks
I have notcied that when searching in SDP requests that tasks do not show up in the results. Is this something that is going tobe added in 8.1 or a "NEAR" future service pack release? Thanks you, Marcus IT Support Manager
Require Techs to Link Solutions ID to Request-Resolutions
I would like the have the option to link solutions to resolutions by the solution ID have be able to see how many times a solutions was used to resolve a request. The reason for this is to: A) Have a better understand of the types of common problems we have and find ways to minimize those issues. B) To ensure that the solutions we create ARE being used and remove any useless information. C) To ensure my tech are resolving the same types of issue the same way. The feature is included it other
Custom Form Fields Specific To Request Template
AdventNet is on the right track with request templates, but could be benefited from adding the ability to display certain form fields for input based on the type of request. The default, built-in, "New Joinee" request template is a good example of this. When you select the "New Joinee" template, the "DESCRIPTION" of the request is populated with specific text to this type of request. Instead of custom text in the DESCRIPTION along the lines of: Employee Name : Employee Title : Date of Birth : E-nail
Asset troubleshooting page
Hello. On the asset troubleshooting page (/FailedWsListView.do) I can choose to show maximum 50 assets per page. Can you change maximum value, set it 250 as on other pages or 500... We have about ~500 assets in troubleshooting and it is very annoying to jump forward-backward, Thank you,
Feature Request - Business Rules
Hi Support We would like to have the Business Rule run while you are creating the ticket not just after submission, for example; · Would like the system to show on the screen when an analyst enters a VIP or White-glove list requester, a note would pop-up and indicate to the Analyst they need to escalate the request or perform a specific task · Based on the site of the Requester and the CSI chosen, a Group will automatically be chosen · If the answer to question "Does a Deskside Technician
Notification by Mail
Hi when we receive a mail from any customer, we need to send the customer a notification of assignement to the specific group member but we couldnt find any settings or options. Could you please suggest anything? Thanks Riccardo
Security issues raised about the servicedesk server during a security audit of our servers...
Hi all, We recently have gone through a security audit that included a security scan. During the scan it was brought to our attention that the servicedesk server has two security vulnerabilities. Both of these vulnerabilities seem to be directly related to service desk. Issue # 1 - Web Server Uses Plain-Text Form Based Authentication - THREAT: The Web server uses plain-text form based authentication. A web page exists on the target host which uses an HTML login form. This data is sent from the
Select Option When Sending an Announcement
Hi Actually im using SDP Enterprise v 8105, and when i need to send an announcement it could be easier to select from an user list instead of writting the complete email direction of each. This is, beacause sometimes i need to send some information to all the users and i have 3600 IT users and it is kind of complicated. So in my case/situation will be great if you made this happen. Thanks!
7507 Site missing as a criteria in Business Rule
Let me preface by stating we were one of the companies which pushed for some other Requester designator to import from AD, other than "Department". We are a multi-national corporation with over 50 offices world-wide. "Department" is restrictive to a Global Enterprise as a true source of routing requests. Last year we participated in a private meeting with ServiceDesk Engineers where we made it clear the Office field in AD was a much more powerful choice. And it was promised to us we would have
Purchasing module
Would it be possible to add an account number or GL code to each line item in a purchase request? The only option that is currently available is to have a single GL for the entire purchase order. We currently use an excel spreadsheet that has space for a different account number for each line item and we have multiple account numbers that we use when completing a purchase order.
Add custom views to problems and changes tab
We would like the abbility to create custom views on the changes and problems tabs.
Linking Solutions to Incidents
At the moment, adding a Solution to an Incident simply copies the contents of the Solution to the Resolution tab of the Incident. This makes it virtually impossible to report on the use and effectiveness of Solutions. It would be great if Solutions could be "attached" to an Incident, much in the same way Changes and Problems are. We could then report on the number of Incidents attached to particular Solutions, and potentially track trends and provide more proactive support. thanks.
Option to set an expiry date when receiving item in PO
Hi guys, it would be nice to have the option to set an expiry date for the Software License or Asset in the Purchase Module when we receive items. I currently have to go in every asset to set the expiry date. Also would be nice, when a software license is expired to have the license automatically set to expired and not be able to assign is anymore, currently the expired license are still available to be assign to client. thank you Frikdel
Technician creates Incident for Requestor should set RespondedDate/Time
When a Technician takes a call or walk in support request and issues a Request incident, the ticket will break the "respond" SLA if the tech doesn't "Reply" to the ticket he/she just created. Is there a work around or am I missing something... Thanks, Mike
Default site for technicans
Hi, is it possible to set an default site for an technican? So if a technican is associate to site a, b, c and d and he opens a new ticket, site dropdown will be automatically selected a. But is it possible that for this technican automatically is selected c, because he does the most for c. But i don't want to change template because at another technican this could be other.
I do not see are the oldest open requests.
Hi, I failed to see all requests Open in any user or even the administrator can see, this function more not pictured requests oldest open. what should I do to see you all again. Thanks,
Preventive Maintenance
I would like a way to put preventive Maintenance tasks/requests on hold without having to change the schedule each time. Curently the only way I know to do this is change the schedule from say for example from daily to one time event and set a date way in the future or for the next day then close the unnecessary request Thanks Karen
Full theming?
Just applied 8123 and checked out the new Theme feature, but it's pretty limited. Lots of blue left on all of the main windows, only thing that can be changed is the header and tab stuff? Any plans to make the entire interface (including the login screen which is also still blue) fully customizable?
Mobile App - Reply
For the mobile app, would be nice if you hit reply, that it automatically populates the requester's email address like the full web version does.
Public and private views for solutions in the customer portal
It would be nice to be able to create public and private views for solutions in the customer portal. It is currently possible to search topics, but it would be handy to navigate through the solutions by using views.
Nested reply and incident templates
Currently, reply templates are listed in a single, long list in the drop-down menu within the reply window. We have around 30 reply templates, and would like to use more, but it is a pain having to scroll through such a long list. If the reply templates could be nested under sub-folders, that would solve the issue. The same is true of the Incident templates menu. The Service Catalog menu uses nested sub-folders; something similar for Reply and Incident templates would be perfect.
Change Request automatically to PO
Hi All 1-is there is any way to change Hardware request to PO automatically? 2-is there is a way to send the PO automatically to the Vendor after taking the approval ? Thanks for your usual support
Service Catalog: Need to have option for Requester to set Item, but NOT the Category or Subcat
I'm in the process of building out our Service Catalog, and I'm building the simplest of forms for problems with a mouse or keyboard. With a bunch of coffee drinkers who like to spill coffee onto keyboards for some reason and mice that have issues, it's a high ticket generator. Anyway as I build out the catalog I want to assign a Category, Subcategory, and Item to the ticket. Our end users don't want to wade through the Categories, and they will get lost in our Subcategories, so I want to lock those
Unchecking Email Notification Box
I am a new user in ME ServiceDesk and I notice every time I create a new incident that I can close at the same time from an on-site request for example, a email notice is going out once for a new created ticket and another one for closing the same incident/request. This feels unnecessary on our users part and for us supporters. A simple uncheck box when creating and closing a ticket to skip the email notification would be helpful. Thanks in advance. Danny
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
ServiceDesk Plus iPhone App Approvals
I would love to be able to accept/reject approvals from the app. We travel a lot and the ability to accept/reject approvals from the app would speed up our internal processes tremendously. Thank you,
Add Request Subject Line to Task Details
While the link to the request is appreciate in the task details list, the subject of the task would be very helpful. Is there a way to show the request subject line to the task details?
Service Desk Plus Standard Edition + Asset Feature
Hi, We have recently buy the Service Desk Plus software Standard Edition. We just want to have the Asset feature but we don't want to upgrade to the Professional version as it is very expensive. Is it a way to have a standard edition and buy the Asset feature ? Regards
Set permision in problem tab
Hello, how to set permision for sub category in problem management ? suppose that we have 3 sub category and we want each user view own category... I can do this in incident tab but in problem tab i cant... please help me.
Set Access To Problems
Hello, we use SD+ for supporting our softwares, suppose that we have 3 software and all of them are out source, can i create problem and set access to this problem for user or group that each company view itself problem ? for incident i can but for problem i cant do it... Please Help me, tnx
Time Parameter for Business Rules
We would like to see a time parameter added to the business rules. As we are a 24/7 shop we would like to be able to set some rules to run only after business hours to handle certain types of requests.
Customize Often Used Request Templates with Custom Fields
I have the task of setting up our Request Templates in SD+, and I've come across one type of template that I have seen mentioned often elsewhere in this forum. Setting up new employees is something all of us have to do regularly, and I think most of us have some type of check list of tasks that go with it. It would help greatly to have that checklist embedded in a Request Form. (Yes, attaching a document to the request is an option, but not a great one.) While I can add Custom Fields to the Request
New features
Dear Tech Support Team, I found this feature in other system "SysAid" is there any way to put this feature in your respective system? "end-users can press the F11 hotkey to access the End-User Web Portal and report a technical problem. SysAid automatically takes a screenshot of the screen they are viewing, and this full-sized screenshot is then attached to their service request. It's great tool to help you more easily and efficiently diagnose their problem" Please reply.
Workstation / Server detected link
Whenever I click the Workstation / Server Detected (or Workstation / Server Inventoried), it sends me to the Workstations asset page. But since I do not manage any workstation on SDP but only servers, its link is quite useless. How can I change its link? I'd like to see that on Admin page general setting (or similar one) can choose the default value for 'workstation / server detected link'. Thank you in advance.
Create a request from a Task
Hi I have seen others mention this, so wanted to find out if this is something that will be/is implemented. Basically I have a request that has 12 tasks, one of the tasks involves procuring hardware. (if its required) I would like to generate a new request from that task to assign to another employee (this request would have its own tasks for hardware procurement) Thanks
Can I add a Ticket Status to the ones they already have?
Can I add a Ticket Status to the ones they already have?
Removing technician's
If I remove SDP privileges from a technician, say because they have changed roles and no longer provide tech support, their name remains in the technicians list. I suggest that on the technican page you add a "Change as requestor" button that aotmatically removes the technician privileges and moves that use r back to the requestor list.
Reply Option in the mobile SDP
I need to put the Reply option in the Mobile SDP, because all technician have Blackberry and iphone y we need to respond via Mobile.
Access to Request ticket from Problem?
Hi. From a Problem, we would like to be able to see the conversations in an associated incident. Within a Problem, when looking at the detail of an associated request via the Requests tab, the request conversations are not included in that view. It would be very helpful to be able to view the conversations as well. This could be achieved two ways. The conversations could simply be included in the detail view of a incident when viewed from the Incidents tab of a problem. In the list of associated
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