Custom Reports
There are a few things I'd like to see in future releases related to Reports. Please let me know if any of these items are currently available . Allow technician access to query reports. Have Report roles allowing both read and write access. Is there any plan to someday have the ability to add a prompts to reports? I'd like to be able to prompt the user for certain information such as the technician group he wants included in the report As administrator, I am unable to delete empty report folders.
VoIP Telephone System Integration
Good evening. Can you kindly provide an update on the status of the planned VoIP Telephony System Integration feature with ServiceDesk Plus. Thank you
Tooltips for fields on service requests should appear on extended mouseover displaying the description of the field.
Tooltips for fields on service requests should appear on extended mouseover displaying the description of the field.
ADS "useraccountcontrol" attribute value for enabled accounts
We need the information if a user account is enabled/diabled in AD. Therefore we added a field "Account Status" and try to import the UserAccountControl flag from AD: 512=Enabled 514=Disabled It looks like that this isn't possible, the field is always empty. Tech: http://support.microsoft.com/kb/305144 Can you add this as a feature request please?
Request per pro.
We are looking for a solution regarding the creation of requests on behalf. For example a team assistant has to create a request for a manager. A similar function is also needed for example if requesting an account deletion (no user will do this oneself) to ensure that the account exists and that the exact user is selected. Right now we are using the Editor function but with the handicap that the status is moved to "On Hold" indicating that further updates are required from the Editor. From my point
Import Manager of Requester from AD
Hi all! We use SDP 8.1.0 Build 8118 We need import Manager of Requester from AD at "Requester Details" box! How I can import this info from my AD?
Feature request - make the user request journey more intuative
Problem: End user incorrectly chooses an Incident template instead or Service Catalog, or Visa Versa. This then reflects badly in the reporting as it looks as if the Service Desk team are just dealing with Incidents all day long instead of Service Catalog requests. Especially when the user clicks on the 'New Incident' button. The current user interface for raising new requests is just too messy. It's not clear enough as to what they should be selecting. It's confusing enough for admins to raise
Template with multi-user intervention
Hi everybody, I'm trying to create some templates from the Service Catalog, with a workflow, but i have a problem. I don't know how to make this possible (and even, i don't know if it's possible) : 1. Human Resources (or a specific person) create a Request with some informations ( eg : name, function, department ) about a new employee 2. They validate the call (the call is still open) 3. The call is automatically send to the Head of Department 4. The Head of Department can choose some assets ( eg
Awesome - ME SDP Plus Documenting Wiki Library
Hey guys, "Documenting" is never an easy task as is, we are all confronted by it every now and then. Although the Enterprise edition of SDP covers a large part of 'documenting' through the CMDB, it still serves a purpose for declarative and other purposes. Purely for documenting it would be awesome to see a WIKI inside of SDP, so we can build up a documentation library in the most convenient way possible. A bit like in SharePoint 2010/2013, where you can add a Wiki library and start building
We miss the "Today" button in the Calendar Widget
Back in version 7 of SD+, we had a "Today" button in the Calendar widget, and clicking on this button would select today's date in the calendar. We really, really miss that simple but yet efficient feature. Please bring it back soon! thx
Users to be notified before contract expiry in Columns view
Hi it would be nice to be able to see the users to be notified before contract expiry in the Columns of the contract tab
New feature to ajust "Due date" directly in the Incidents listing (Requests tab) in SD
We often need to reset the "Due Date" on an incident to push it to a further date. I would very much welcome a feature where we could ajust that field by clicking on it directly in the incidents listing on the Requests tab in SD+. This would be a tremendous time saver. thx
Report from Archived Request
Hi Could you please tell me How can I report from archived requests?? I want to filter some field but there is no option for Archived Requests Best Regards
Remote Control end user notification
Hi, is it possibile to add an end user notification when remote session ends? I use SDP modules on IT360 system. Regards Stefano
SLA Rule - Enhancement Request
There are times when an SLA for a service is not determined based on the time that the service request was submitted. Example (New Employee): A request for a new employee to be setup could be submitted weeks before the employee’s actual start date. If we have an SLA that requires the request to be completed within 72hr, then we are expected to complete this request weeks before the employee actually starts. In this scenario, we require that the request is completed 72hrs PRIOR to the employee’s start
Ability to set reoccuring holidays by day rather than date, e.g. "First Monday in June"
Hi, I have a proposed feature When inputting annual holidays, there is only the option to repeate specific dates, e.g. New Years Day. But some of our holidays occur on a specific day rather than a specific date. For example there is a holiday on "The first Monday in June". It is not possible currently to make this recurring in SDP, as the date changes each year. I presume other regions have the same issue. Regards, Fintan
Configuration Item Type - Additional Attributes
Hi! I´m wondering if it´s possible to make the Attributes that I create in Configuration Item Type Mandatory in the future. It would be great to forec the Configuration Managers who are woring on the CMDB info to be forced to fill in the correct info. Best regards Andreas Karlsson, Knowit Dalarna AB
Expand survey capabilities
Often times we need to expand beyond request surveys. For example, we need to track survey results after conducting an IT training course or feedback on an IT service such as VoIP usage. We need to have the ability to generate general surveys that aren't tied to requests and track them. Jeremy H. Danville, CA
Microsoft CRM
We are considering your software to be used as a help desk solution for our company. Currently we are using Microsoft CRM and was wondering if your software can intergrate with this software package?
Feature Request to improve the ContractsView section of ServiceDesk 8.1.0 Build 8109:
1. Allow the option to save a custom/default view other than "All Contracts". 2. Add the ability to assign an owner in the Contracts > View Contract page. 3. Add 'Contract Owner' to the ContractsView Page so that the list can be viewed/sorted by 'Contract Owner'.
Unable to change the group and technician
Hi, After the upgrade of Manage Engine Service Desk Plus to 8.1 Latest Version. Once the user has created a Service/Incident and it has been assigned to a group and technician the request is than needed to be transfered to a higher level when you try to change the group and technician within the request without clicking on edit you are not abe to view the groups or a technician. Could this be a bug?? How could i fix this issue the previous version didnt have this issue. Any help or advise
CSV Import for departments, sites and cost centres
It would be very useful to be able to import departments, sites and cost centres from CSV files.
requester permission
hi dears i want to make a request template that requester can just set the subcategories and items and i want to fix the categories in this template but the software dont permit to do this; means that if i uncheked the requester can set the categories both of subcategories and items change to uncheked from set them
Extending User Groups
In SDP V8.1, the filters used to create User Groups are restricted to 5 items. It would be very useful to allow the creation of user groups: based upon other fields such as those users who have a particular supervisor. based upon additional fields created by the administrators. For example, we might define a field that identifies users as users of a particular application such as Visual Studio. based upon the members of email distribution lists defined in Active Directory.
Unable to delete multiple requests
Hi, Am unable to delete multiple requests in ServiceDesk, Getting error- "Request(s) Deletion failed " thanks, Ashok
How do i restrict users through MDM of changing the his/her Ipad Name
How do i restrict users through MDM of changing the his/her Ipad Name
Answer with database fields
Hi, I saw that it is possible to put database fields inside the notifications like: $Title $UDF_DATE3 I tied to put this fields also in an answer of a ticket but they don't work. Is it possible to do this or the software can't?
Update Required: Extending limit of custom fields
Hi, A while ago I requested that the limit of 24 text fields was either extended or removed, and was told this would happen in a future release. Can you let me know what the progress is on this? I have hit the limit on one request type and need to know if we are able to change this in the next few months, or if we will have to look for another solution. Cheers, Matthew
'Close' button on Request Tasks tab
New Task & Delete are only buttons. Need 'Close' and 'Assign' and perhaps, 'Pickup'
Comment on the closure of the ticket - Notification
When a ticket is closed directly by the user there is the possibility to insert a comment; is it possible to add a notification with the comment to the tecnichian?
Category - separate sets for Requesters and Technicians
Hi, is it possible to separate categories to be viewed and used only by technicians? I understand that currently not even in latest version of SD+ Enterprise. Does anyone have a tip how to hide some categories for requesters? Thanks David
Where can i download MIBS for ProLiant BL460c G1?
Please help me find MIBS for ProLiant BL460c G1.
Outlook Integration
Would it be possible to have the option to integrate the Technician Schedule with each Technicians Outlook Calendar to provide a 'real-time' and accurate view of when Technicians are available or not? And the option for another Technician or Admin to edit a Technicians availability, for example, as the team leader, i am unable to add Holiday in to SD+ for one of my Technicians.
Business Rules & Approvals
Provide a way to create a business rule that will look at the request type and then enforce an approval. We have request types for "Access/Permission" and "Change/Modification". It would be nice to be able to have tickets with these request types have an option to require approval. It would be even better to enable the rule to be customizable so that it is not all or nothing. In certain cases, it may be okay to allow an access request through without requiring approval. Another feature that we
last logged user's ip address and MSRA
Hello Support, I requested the following feature. Very often users need remote help. We use MSRA (Microsoft Remote Assistance) for that: msra /offerra ip-address [or hostname] It's a free and very useful. But sometimes it's not easy to determine user workstation ip address. Why ? This question will be skipped (DNS/iventory ip can be not correct). We need quickly identify this ip address withour asking of the user. Would be nice if you will keep the last user logged ip address in ServiceDesk and
automatic request approval
Hello, How to setup automatic request approval sending to predetermined group ? Regards -- Piotr
request closing rule
Dear All, we would need a new "request closing rule" - something like "approval". In our company requests may not be closed without an approval. Is there already an option for this? Regards Julia
Request timescales
Hellp, please give advice how to get this information: - Time when request was assignet to a group - Time when request was assignet to a technical - Amount of reopening request Thanks!
Error when trying to upgrade from 8.0.27 to 8.1
Trying to install the upgrade in a windows machine. I get the attached error. "Migration is not started as improper data. One of the product is configured without product or product type name is configured empty string" Help would be appreciated.
Manage View Schedule of Team
Hi I would like for my managers to be able to see a team schedule, i.e. all items on the schedule for all members of groups they manage. The functionality already exists, as the manager can select a group; but then the schedule does not update until they then select a technician. Please add this to your roadmap. Cheers,
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