After Hours Notification
Is it possible to customize ServiceDesk Plus (7.5.0) to notify the technicians of tickets by email and sms during certain hours? it looks like it is all or nothing.
Can we reply to user without using @ mail system?
I have installed the latest version of manage engine free edition. And also 1 requester is created. After creating a requester,the requester was able to send a request to administrator. When I tried to reply the ticket,it asked me to reply the mail with @ email format. Can I reply without @ mail format and putting specific name like "Tony" and reply directly to the requester?
Ability to show planned maintenance on TV/Wallboards.
One of the things we would find really useful would be to be able to goto a URL which doesn't require login which then displays a list of planned service maintenance activities due to be carried out that day/week. Within our business we're now using TV screens around the company to update staff, and we currently have to do this manually
requests not pulling data
requests not pulling Data for some technicans
Enhancement request
Hi, would it be possible to add the options to expand the action drop down menu. Our technicians prefer having the actions directly accessible from the interface instead of going through the drop down menu. Also, is it possible to have the option to have the work log in the request description (like it was before the upgrade to 8.1) instead of being in a separate tab? Thanks!
Automatic work log time tracking
It would be nice if there was a timer that would automatically start when I open a request to work on it. Then when I navigate away from the request, or mark it closed, I am prompted to describe the work I did (as a work log entry, I suppose?) and SD+ would pre-populate how much time I spent working on the request based on how long I had the request open in my browser open. Thank you.
Bussines rules by status
Hello, I want to create a bussines rule by Status, but I can´t, because in the field Define rule, this criteria is not How do I do it?
Restrict attachment size
Currently SDP limits the size of an attachment to 10MB. To change the attachment size requires a modification tothe global config file. Should the global config change as a result of a patch application, any change made to atatchment size in global config will revert to the default 10MB. Administrators should have the ability to set the size of an attachment. This change should not be lost due to upgrade or patch application. Administrators should also be able to turn off the attachment feature
Deleting Contracts
hi. When selecting and deleting contracts from a found set of contracts, I'd like SDP to keep me within that list. Currently, it takes me to the Open Contracts list, even though my work is not done in the previous list
FR: Allow admins to rearrange Services in Service Catalog
It would be great if admins of SDP can rearrange Services to make them look as intended. Now this list is sorted by the programm.
Auto Fill Tasks
We have a couple incident templates that have multiple tasks. And we were wondering if you could add a feature that would auto fill the tasks with the Technician who is filling out the requests. This would be far more convenient than having to go through each task and having to assign it to yourself. Thanks
Asset screen and navigation
Dear supportdesk, Is it possible for you to implement in near future releases a way to better navigate trough your asset screens. It would be very usefull if you could easily navigate trough the different asset screens, with buttons or something, now you have to close a asset screen and open the next one, if you could do this from within the asset screen of an CI item that would go much faster. Many thanks. Raymond Boer
Option to not send notification e-mail
It could be useful to be able to set a ticket to not notify a user when it's created. Especially for calls in which we open and close the ticket in the same call. We log the call, but there's really no need for an e-mail to go out to the user at that point. It would save us some confusion trying to explain to the users why they're getting a request notification.
Translation of status
Hello Support Team, I have a customer (SESC GOIANA). hey find interesting that the status OPEN, CLOSED, RESOLVED AND ON-HOLD be translated for portuguese of Brasil. See the translation below: OPEN: ABERTO CLOSED: FECHADO RESOLVED: RESOLVIDO ON-HOLD: PENDENTE
Service Catalog ability to change the template....
I have already requested this to be an enhancement with SDF-36189 and do not see this in the "known issues" area. I would think that this would want to be escalated to a "known issue" since you cannot expect the customers to always select the correct template. IF they do not select the correct service catalog template, you do not have the ability to switch it to a different template, unless I have mistaken the Service Catalog's purpose which was to create a way to handle the customer's request in
A Real work planner
Hi all, it would be great when you would realy be able to plan the shifts and so on for your technicans in the workplanner. Then you always can see how many technicans you have for the night shift and so an. Perhaps it is possible to realize it with a algorithem system e.g. 5 Days Night shift onde free day, 5 Days late shif one freeday 5 days early shift and so an and then use this algorithem for a whole year. Best regards Thomas
Description field in approval of requests
We have some users that fill out a pretty long description in the approval of some requests. Currently we cannot open that record to view that full description, the only way is to mouse over and we can read it for about 30 seconds before it disapears. Is there an easier way we can view or print the full description?
Customizable Dashboard
It would be very valuable, to have the chance to customize the dashboard. especially for the supervisor role. In fact, we are using SD to manage different groups of technicians (IT & logistics) and a dashboard that mix all them up is almost unusable. at least a new "master filter" by Group could be implemented, giving the opportunity to change the view on a specific group, affecting all the dashboard widgets with a single click. is that in your mind, already? thanks
Entering Partial Quantities in Purchase Orders
Hello, We are currently running ManageEngine ServiceDesk Build 8.0.0 Build 8009 When I am creating Purchase Orders, I often require fractional quantities but SD only allows whole numbers. How can I enter decimals (i.e. I purchased 1.5 units of a product, but I cannot enter the decimal portion of the quantity. Thank You Art Lazarus
The request does not fit the scope allowed. You are not authorized to update the same.
I'm having trouble opening requests in Manage Engine Plus, when trying to open a prompt is displayed the following error: The request does not fit the scope allowed. You are not authorized to update the same. What should I do?
Merge requesters
Hi Is it possible to merge requesters by a sql script? J would to mergealla requesters whit teh sam namne so alla request would belong to teh last crated user. Regars Per Viklund
Request Template
Dear Would be helpful to enable the item to add resources in the template requests Currently only available in Service Catalog. Excuse my English language Regards Marcelo
Pictures in Assets / non-IT Assets
Hey guys, You know what would be cool? That i could add in a picture of an asset (PC, server, printer ...) or non-IT asset (projector, ...). That could be a URL to a existing picture online (of a printer for example), or to upload a picture i took myself of an asset. Adding in multiple pictures would be nice to. It could be especially usefull in situations in which a lot of network equipment is involved. A picture says a thousand words, not the least in the case of routers/switches/firewalls/patch
I have question about approv request.
Good evening. I have two managers whom i configure to approve users request and when one of my manager go to business trip users waiting when hi come and approve request. How can i redirect all request to approve to first manager when second manager is absent? Thanks for your help.
Operational Hours Group
Would it be possible to suggest being able to set operational hours on a group? I have techs that are in multiple sites that have different hours for each site. The problem I am having is that with the techs being in multiple sites and only working specified hours, some tickets will come in and the SLA will be violated. So I am just wondering if operational hours could be set on the Group level so that I can setup SLA's based on that instead of at the Site level.
Linked tickets
The ability to link requests is very useful. It would be even more so if there was a column on the Requests page that showed that requests were linked. For example, this could be achieved by adding a "Linked to" column and putting the ID number of the request to which others have been linked. The columns might look like this: ID Linked to Subject... 1 Issue 1 2 Issue 2 3 2 Same
Group Field added to SLA Criteria
The Group field is not included in the SLA criteria fields. Can the Group field please be added to the SLA criteria fields so SLAs can be sperated by Groups? Our escalation path is primarily defined by the Group who the request is assigned to. Cheers, Lew
Can you hide certain catagories from the requestor
We have a catagory and subcatagories used for internal IT use only for system maintenance etc. We have named the catagory DO NOT USE, yes users continue to pick this catagory. We have no routing rules or auto assignments on this catagory and thus tickets sit in there and SLA unless someone is constantly checking unassigned tickets (as most others get assigned to a group, etc) Is there any way posible that exists today, or an enhancement that we can hide catagories from the requesters that we
Send email when ticket is closed
I've seen some similar feature requests; I'd like to be able to specify a list of two to four users to be emailed when a certain type of ticket is closed. These types of tickets all have request templates. Therefore, I'd like to be able to create the list of email addresses in the template so that every time the template is used, the email list is automatically populated. When the request is closed, in this case an account deletion request, then individuals in my HR and facilities dept would
Set Email From Address to Technician
Is there a way to set the assigned technician as the reply to email address when replying to or forwarding a request? If not, we could really use that feature.
Ability to print a task
Hi, When a task is created and affected to technician to perform a work, the print option is not available under the task when it's opened. Would it be possible to add such feature like in the incident ticket? Kind regards Sutha
some question for custom cmdb
When create custom field: 1.how to set a default value? 2.how to create some fields like CPU/NIC/HARDDISK? 3.how to create selection filed like "is virtual machine"? 4.how to enlarge multiline field hight? 5.assert query filter is too simple and too difficult to operate. 6.custom field sort order is random. and so on ..... can anyone contact to me ? my email is dooza@21cn.com thank you all!
change status from 'requests' view
Hello We would appreceate being able to change request status from the requests view, by clicking on the status which opens a drop-down-box or a popup to change the state Thanks for your help Kind Regards, Marc
SQL query warranty expiry date
I searched the forum for sql query warranty expiry date and found this:- SELECT resource.RESOURCENAME "Resource Name",LONGTODATE(resource.warrantyexpiry) "Warrenty ExpiryDate",productType.COMPONENTTYPENAME "Product Type" FROM Resources resource LEFT JOIN ComponentDefinition product ON resource.COMPONENTID=product.COMPONENTID LEFT JOIN ComponentType productType ON product.COMPONENTTYPEID=productType.COMPONENTTYPEID order by 3,2 The report query worked fine but i would like to know if anyone
Template for failure of doing tasks by technicians
Dear all There is a question that I have. As I know that Service Desk Plus has designed based on ITIL Standards, There is a suggestion of adding a new template but I am not sure that is this issue base on ITIL standards or not. I want to add a new template of "Suggestions and Comments" under Service catalog. I mean that requester can submit about failure of doing the tasks by technicians to the manager of IT Department,and then I can report from them. Is there any way to perform this action under
Change Management
I have two suggestions to improve the Change Management module: 1. In the "Change - Additional Fields" section, under Pick-List, can the list be configured to be a multi-select list? For example, holding CTRL key to select multiple items, or provide a check-box? Also, can you add the ability to re-order the pick list items? There is no auto-sort or alphabetize option, so adding new items later will place them at the bottom. 2. Add the ability to customize the new change form, to rearrange the
Adding Values with two Languages
Hi, as SD+ is a multi -Language application , I think it will be very good idea to have an option to add the values of master data in English and another selective language. for example : the Category name currently is entered in one field so it must be entered in one language (English for example), now when the user switch to another language , all menus will be changed to that language but the master data appears in "English". so I suggest to have two fields for all master data entry one field
Solution format
Dear support desk, Is it possible to format the solution menu in a different way. Now the topic is set in bold characters while according to me it would be more easy to read, especially with lots of solutions to set the field<Title> into bold characters and leave the Topic in normal characters. Kinds regards, Raymond Boer
Send incident to JIRA
We are currently using JIRA for project management issues. I would like to send incident from Servicedesk plus to JIRA. I already know how to do that. Servicedesk plus api to get incident and then push to JIRA using SOAP and add it as issue. However I would like to create a button is the incident screen on Servicedesk plus. This way the administrator can push the button to initiate the code that pushes the Servicedesk plus incident to Jira. The only thing I need is link of Servicedesk incident page
The default report groups should be able to be removed or disabled for certain users
We don't use most of them, and it's confusing to users.
Next Page