Linking PO's to Requests
Hi is there any functionality to link a Purchase Order to a Request? Scenario: PC fault call is raises, pc cant be fixed so a new PC has to be purchased. I want to be able to see the PO number in the request, and the request number in the PO How can i do this without manually typing in numbers? Does this functionality exist? if not can it be added? - It seems like standard functionality to me Regards
New notification rules system
The current notification system seems to be very limited because we cannot specify what requires a notification on our own. What I would like to see is a whole new notification system that lets us create our own notification rules. You could setup event codes to be generated by various activities in the system (request creation, modification, note added, etc.), which could be used to generate notifications for any number of system functions. That way, we could create notifications for things that
Reports - Custom settings for technicians
One of our technicians recently reported that there were no longer links to requests in the reports she was running. I told her this can be configured under the custom settings button on the Reports main page along with column width, etc. I was assuming this button would be available to everyone. I have two feature requests at this time. Please make the Custom Settings button available to anyone who can access the Reports tab Flag options that are only available to Administrators with a different
Remove 'Create Incident' button
Can I request a feature that allows me to completely disable the ability of any user (and the system automatically) to create an incident. All users should only be able to create service requests, and all incoming emails should generate a service request. I would like to be able to set a default request that can capture incoming emails. Cheers,
Allow total attachments greater than 10mb
Hi, I would like the option to allow attachements of potentially any size. Can I requests a feature whereby the attachment max size can be modified by the administrator; potentially on a per request basis. Cheers,
Has anyone added MS Lync 2010 presence to the Servicedesk?
We are using MS Lync 2010 via Office 365. I was curous if anyone has added presence and Lync functionality to the Service Desk. If so, any tips would be great. Something like
Printing summary of open tickets
Hi, I had one of my techs request a printable report that includes a summary of each ticket. In other words, something that would list the ticket title, then a short summary of the request itself. If you are familiar with "AutoPreview" in Microsoft Outlook, this is the kind of thing we are looking for. It would enable a tech to print a list of tickets with enough detail to work on them more efficiently. Thanks for your consideration. Endaar
Multiple dynamic approvers
Hello, Is it possible to have several dynamic variables for approvers? We need to implement a two step approval process with the Department Head and the Controller for that department. It is the same basic principle with the DEPT_HEAD variable but we would need to create a second variable DEPT_CONT Can you please advice? Best regards, Tony
Add fields to reply and resolution templates
Hi, I want to create my own reply and resolution templates, but I want them to be able to use the fields from the service request or task. Can you add funtionality to allow this? Cheers
Change Management custom template module
We need a custom change template creation module under the change management in SDP. as per our need we need to Pre-Schedule few templates to generate the Standard changes in system. please put some light , that when we can expect this Feature in SPD change management module Regards SD team -BBCL
Closing down a service request should force close any tasks within it that are still open
Closing down a service request should force close any tasks within it that are still open
Due Date on Tasks
Hi, I would like tasks to have due dates based on SLAs, so that they automatically appear on user's schedule. Cheers
Survey for Technicians
Can you add an option to have a technician survey as I would like to be able to capture feedback from my technicians as well as requestors. Cheers
Request details on Task emails
Hi, I would like to be able to include details of the request on automatic notification emails associated with the tasks within the request. Can you add this to your development plan. Cheers
New Incident and self service resolutions
I would like to see in Service desk. When an end-user creates an incident and clicks on submit, they are redirected to the solutions page to the resolutions that matches the end users issue. If the solutions page does not provide the answer then they can submit the incident. This would cut down on time for a technician to investigate. The end-user could resolve the issue him or herself. I see many websites that offer this. The user would enter a question or statement, redirected to a knowledgebase.
How to change daylight saving time on the SDP?
Hi, Good Afternoon! After changing server time due to daylight saving time, the Service Desk Plus has not had his schedule changed. What is the procedure to accomplish this change? We are using 8.0.0 Build 8003, Windows. Thanks! Tatiana
Group Tasks on MY TASKS...
How about adding any TASKS assigned to the users GROUP only as well as one's specifically for them to the MY TASKS list on the HOME tab. Otherwise group assigned tasks stand chance of just disappearing into nowhere land until the request owner starts chasing the team/group. Regards, Andy
Asset module and management
I am working now for a extend of time with de helpdesk software and I haved a question about assets. In the past I posted on how to add manual fields and you instructed me with the right answer that you can manually add some extra asset fields. The problem with this is that for every asset for example BlackBerry devices I have this field displayed in the main pane without that the asset is in any form a BlackBerry device. Is there a function where I can display and hide fields for certain assets?
Customer survey
Can the customer survey be turned off for individuals? eg. IT department, yet be sent to all others? James Gander Gander Service Management IT Operations and Service Management Consultancy
Preventive Maintenance Tasks
Would it be possible to allow regular technicians to have acess to the Preventive Maintenance Tasks section without having to give them the SDAdmin role?
48 Hour Notification Of Inactivity
Is it possible to create something within ServiceDesk that will alert a technician or a group that an incident request has not been active/looked at for 48 hours?
A question about email command
Hello I am trying the function of email command, and i want to set the field of requester's email. Does anyone know which name of this field is correct to set the value?
View Requests by Requester
When selecting "View Requests by Requesters," the only thing you can do from the window that pops up is preview tickets from that user. Can we please have some way of opening the full ticket from this window? Thanks
Is there an XSD available to validate audit xml files
I have a workstation report in proprietary XML format that I wish to somehow import into SDP. Using XSLT I am transforming the proprietary XML into what I think the XML format of SDP's stand alone workstation audit is. The XSD I am using is generated from an XML Editor, using a sample stand alone workstation audit I generated via ae_scan.vbs. Because I don't know exactly what format my XML needs to be transformed into, I am having difficulties importing my transformed XML into SDP. The sysout log
clear formatting button
Gents, Can you please add 'Clear Formatting' button in the text Editor in all edit forms ? It's similar as in the Microsoft Office 2007/2010. I see very very very often a bad formatting text after copy-paste. Different font sizes, colors, etc. It's really annoyed. Thanks
SAML2 single sign-on in SDP on-premise
Hi, There is a functionality that we will apreciate: single sign-on using SAML2. I can see that it is available to the on-demand platform ( http://ondemand.manageengine.com/service-desk/ad-sso-integration.html ) Is it scheduled to be integrated on the on-premise SDP? Thanks
Restore deleted requests
Hi, Is there anyway to restore the deleted request from the database;
Integrate JIRA/Confluence issues to SDP: two-way transfer
I have seen other threads on this, but nothing in the last 10 months. I work at an organization that is using JIRA and SDP. We'd like to allow these two solutions to share tasks back and forth. When an issue is created in JIRA, we'd like it to replicate to SDP and vice versa. Is this functionality currently available? Thank you very much.
show resolved requests/incidents in the start screen of the user
Is it possible to show resolved requests/incidents in the start screen of the user? Just like an approval request? Is this already possible (ie changing a setting) or is this part of a new release? I now have users coming to the techinicians to ask them to send the resolved email again as they have deleted them.
Active Archive Data
Hello, Is there any way to Active Archive Data ?? One of the technicians has been deleted from the list and after Importing him to service desk again he cannot see his own requests. Active Requests got back by updating each request with assigning his name to the active request but I cannot edit his Archived requests, I want to make those requests active and update, Is it possible ? Best Regards
Mass edit assets
We often times will deploy a large amount of assets and it would be nice to be able to select a group of assets and be able to edit the fields that are all in common. We have a few custom fields that we would like to be able to do this to.
ICS files read by SDP
Give SDP the ability to read ICS files and update the Tech Availability Chart. Example, I make a Calendar Appointment, mark an Out of Office titled Vacation and send it to my SD email address. My SDP reads the ICS file and updates the Tech Availability with the day(s) that I mark. This would allow me to conitnue to use my Outlook calendar, and not have to also post leave on SDP's calendar.
Requestor Reports
It would be good to be able to run reports on requestors, # of requetors in a site, requestors without email addresses, requestors without phone numbers, requestor in a department, etc....
Tasks can only be viewed by Technician Group
When a task is created to a Technician Group it should only be able to be viewed by that group. Not all task viewable by everyone (To global and not very secure)
aproval remainder
the service request have some aprovals, is posible that one of them don't see the first time the email, that request thir aproval, is posible configure a remainder each 2 days, etc... until this user aproval the service request?
Create Sub Department?
can i create sub Departments in the each deprtment? another question please what is Cost Center is useful for ?is it just label to be inserted in the purchase order or can i make any accounting operation on it Thanks
Need to add Group field in the Change Module
Our SDP Version 8.0.0 built 8013 Can we add the group field which in request module in the change tempalate.i
Notify Department head with Email when rqueter open a new rquest from the same department
is ther is any way to Notify Department head with Email when rquster open a new rquest from the same department?
SLA and Business Rules in service catalog request
Is there any plan to implement business rules and SLA in service requests from the Service catalog as in Incidents? it would be great to apply the same logic defined both in Service Request and Incidents thanks
How to Make Text Field in Servicedesk Readonly
Dear Team, kindly i want to know is there any method to make a text fiedl in the service desk to readonly your response is highly appreciated Thanks
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