Expanding what is considered an 'update' for Last Updated Time metric
Is there any plan to expand the changes that would be considered an update to the Last Updated Time field? Another post mentions: "The last update time will be updated based on Request edit, Reply to requester, Adding/ Editing of notes or Merging of Requests." We would benefit from work log entries and emails sent/received in the ticket (to anyone, not just the Requester) also being considered an update.
[SDF-99682] EWS Deprecation and Microsoft Graph
As we're switching over our email authentication method to OAuth form basic, it was noticed that only EWS is documented in SDPs set up guides. Members of our IT department have expressed that they would like to know if Service Desk Plus plans on supporting
[SDF-79659] Dark mode
Hi, Can we please get a dark mode?
Enable customer to screen record issue as part of logging ticket
We've just had a savvy user screen record the issue they are having with an application and attached it to the ticket when they were logging it up through the portal. Are there any plans on the roadmap to provide this as a function from within Servicedesk
[SDF-30425] Can you please have the devs add an 'Add Image' button to workflow templates
I know you are currently working on and testing on adding the 'add image' button to notifications - but can you also add it in change management workflows (and everywhere else you use this control)?
Mandatory fields for survey
Greetings. One of our customers wants to use the surveys for keeping a track in the atention, but he noticed that it's not possible to make a question as mandatory and because of that, most of his surveys are sent without completion (for example you are able to answer a survey that has 5 questions by only checking 2 or 3 of then). Could it be possible to do so?
How to auto-send a file to a requester if a technician edits a form
I am new to ManageEngine but working to set up a work request system for my company. Reviewers and technicians have a field called "MOC Required?" which gets a simple "yes" or "no" from a drop down menu. Is there a way to script the field to automatically
[SDF-60192] SDP onPrem - CustomView of Solutions
Hi we want to have a "CustomView" of the solution in SDP, the current / original view is not realy useable. In the overview we need only the Title/Topic of the solution and not the additional of the first lines from the body The yellow marked field should
Project risk tracking
I would like to be able to track project risk (defined in a manner that we choose) for every project and have the ability to report on organizational-wide project risk for our project oversight committee.
New reply on closed ticket - behavior
Good Day, If a Requester is answering with an e-mail to a closed request, we are currently using the option "Append the reply as conversation to the request and notify technician." However, the Notification for the technician is very small and often is overlooked. If we use the option "ReOpen the request always.", the technician is forced to go through the whole Life Cycle of the ticket again. If we use the Notification Rule "Alert(or Notify) technician by e-mail when there is a new reply for the
Requesters able to re-open tickets.
Hi, Using settings below a user has still been able to re-open a ticket by replying to a ticket. Do you want to allow Requesters to reopen their own requests ? -> Set to "No" When the Requester replies to the Closed requests. Perform the following: -> Set to "Append the Reply as conversation to the request and notify technician." The history show the ticket was merged (I assume to create a new ticket) Request Merged , Performed by : <USER> Request ID 3809 is added as conversation for the request.
LifeCycles: Add drop down or multi select for group field inputs in Request Life Cycle rules
When editing request life cycles, making rules that rely on group names could be improved if the field allowed you to select from a list of pre-existing support groups instead of requiring you to input text. I assume that if the group name is ever edited,
[SDF-72549] managing O365 software in Manage Engine
O365 isn't scanned software. Does anyone know the best way to set this up in ME so it all links through the users and contracts etc, with the PO.
[SDF-101575] Space management
Hello, Just watched the new features session, and found the Space Management function under the Facilities instance pretty interesting. Is there any plans for this to be made available under the IT instance? Not sure about other companies, but I believe
Add Column under change
I would be able to add a new column. I would see the "Implementer" under assets. Is this possible?
[SDF-64099] Click-to-Edit fields in ticket list
Hi guys, Just as an idea, would be great to be able to have click-to-edit fields in the list of tickets, such as: priority, category/sub-category/item, assigned to. Would make categorising and assigning fast and easy. What do you think? Thanks!
Remove the letter limit in coloms
It is really annoying that there is this letter limit, and i can't be the only one thinking that. Just have a look at the attached screenshot. Can you please make it default with out the limit, and for those where it works better with a limit, then have
[SDF-46697] Assign task to user
Hi. There is any way to assign a task to an requester under requests?
Office 365 - License Control
Hi, I found a lot of posts here asking for a feature in SD to control the Office 365 licenses. All replies from ME are the same: "We are working on that" But I could not see any entry in "Product Roadmap" page about this Could someone give me a real ETA for this feature? We moved all of our licenses to 365 and without a good software to manage this, we will have a big problem Thanks Paulo Santos
[SDF-46439] Export Incident Template
Hi, in our lab we had developed a lot of new incident templates and additional incident fields, How can I export and import on live environment?
Resource Info mandatory and fron tech only
hi, do you have an option to select Resource Info as mandatory field and make it available for technician only. thank you
[SDF-33836] Configure the format for ticket number
Is it possible to configure the format for ticket number? For example, start with year, month and date: 20220712XXXXXXX, and start with ticket type SR20220712xxxxxxx, or start with place of incident: XX-IN20220712XXXXXXX In this way, from the number,
SQL Query for custom incident additional fields
I'm look into amend a SQL report I have written which uses the Workorder and CategoryDefinition tables to bring in a custom additional field name and result. Does anyone know which tables to use along with Joins etc.?
[SDF-87709] Help text in checklist not showing
I created a checklist and added help text description but it's not showing when I use the checklist
Problem template, ability to make fields mandatory
Is there anyway to make fields like "Category" mandatory when logging a new problem? Users keep leaving it blank, which means it doesn't get assigned to a team, and sits in limbo until someone goes through all the unassigned tickets.
Custom View - Technican is "me"
Hi, it would very helpful when under the Field Technican is a "me" which point to the current technican. Currently every Technican must create his own view or use the build in views.
[SDF-89540] Reply in request without send mail
Hi, In my office, we don't use mail server and I (technician) want to send reply as locally in software like requester. But if I didn't set mail server in admin configuration, SDP error me and mandate me to set mail server settings. I want to reply in request with send mail. What should I do? Do you have any solution for my issue? Thanks for helping
CISCO Call Agent integration
Hi, I'm interested in the following - is there any way to integrate CISCO Call Agent into ServiceDesk Plus? Thx in advance
Field and Form rules script set doesn't act as on edit
My use case: I have 3 fields; First: User text input that is hidden by default Second: Checkbox selection, with an on edit script that will show the first field if a certain selection is chosen and hide it if it isn't Third: Drop down with an on edit
Notify requester and Cc users by SMS when a technician's reply through email is appended to the request
hi, how can I send SMS to requester when technician replying requests?? I need this feature
Option to 'follow' a request
Hi there, There are multiple threads spanning from 11 years ago to 1 year ago regarding an option to follow a request and receive notifications of any changes/replies etc. to this request. The last update I have found of this feature was that it was on
Need Primary/Secondary SMTP notification
HI My SMTP failed over to use the secondary SMTP server. I was unaware this happened. Our secondary SMTP server is in a remote location and is not as fast as our primary. I suspect most of your users have very similar SMTP configurations. It appears that
Store fixed email recipients in templates
Hello everyone, it would be nice to have the option, to store fixed email recipients in templates. We have often to reply (information flow) to another email address. best MT
Locking closed tickets after a certain timeframe
Hello We rolled out ServiceDesk plus to our users at the beginning of 2022, and our users love it. We do have an issue where users have started to re-open closed tickets from over a month ago for new work, rather than raise a new ticket. I can see that
Linking Request Ease of Use
Hello! I just have an ease of use request. Would it be feasible to alter the default behavior of request linking? We often have technicians forgetting that linking requests must be done from the parent request, not the child request. When that happens,
Meeting Management
Dear Sir/Support, i suggest to add meeting management to servicedesk plus, the objective of this feature to collect all informations about meeting related to IT Department in the same portal, meeting may related to project, problem and change.
Maintenance of Additional Fields
Our Additional Fields for Incident and Service Templates is growing and are difficult to manage...how about yours?! I would like to see the following funcitonalities added: Ability to enable/disable additional fields. Currently you can delete them,
Is there an option to add solution suggest while creating new ticket in servicedesk plus(ondemand)?
Hello everyone, In the past I've worked with servicedesk plus cloud and when I was creating a new incident this gave me a list of suggested solutions depending on the subject that I was adding at the moment. The question is, is this possible to configure
ESM Portal - Change order of instances
Hi, I want to be able to amend the order in which ESM Instances are displayed on the ESM Portal. I believe it currently works in the order that they are created? I don't believe this is currently possible, but will it be in the future? Many thanks Lisa
reply template linked with ticket state
Greetings! There is a scenario that I want to implement in SDP. I'm one member of helpdesk, and when I select a reply template that is "First Response", (the content is that your question has been received and we'll process xxx as soon as possible), then
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