Allow new tasks and service requests to be created using an existing task or service request as a template (very useful feature for helpdesk setup)
This will make the creation of new categories and request templates much easier
import assert become error code
I use chinese version.After i import assert,non-english fileds are displayed error code.I think it is because language problem.can you help me!
When replying to requester the "To"-field is blank
Hi As this it the first time we've encountered this issue, I didn't want to create a support ticket, as it is only a very minor problem. We have 1 user out of 500 whom we experience this issue. Whenever I want to reply to a request raised by this user, the "To" email field is blank. Usually the requesters email will appear automatically. I can type the first name of the requester and then choose her from the list without any problems. This is easily something we can condone, but preferably we
Business rules for service requests
Business rules should apply to service requests as well as incidents. Often different users need to be notified of requests that are in the same category. Perhaps this functionality could be enabled, especially given that the responses to a lot of my questions have actually suggested using business rules.
Contract renewal change
When renewing contracts, I find the way that SDP renames the renewed contract "Contract Name - Renewed" unhelpful. If I use the Contracts Expiring in the Next 7 Days filter, I can't see right off the bat which ones have been renewed already. The expiring contract should get named "* - Renewed" and the new contract should just keep the original name. That would be much more useful because when looking at the contract list through that filter, I'd know that any contract ending in "- Renewed" has
Resetting a date field to a null value
Sorry this may be a duplicate post, I believe I was not logged in and may have posted the other one anonymously. So am re-posting it under this user name so I can track the progress. At times we have people that fill in a date field accidentally, but they cannot remake the value of that date field null after. This skews up our reports. I realize that I can run a script to delete the value, but we have strict policies on running a script in a production environment. Is there a way to make a date
can Requester choose technican by itself from the list
is there any way that requester choose technican , when he is rising the request , i try a lot but no success so far , even on the incident templtae add additional field is gray out please help reply me on bilal.khan@gscsgulf.com
Log all emails sent by system
All sent emails should be logged (including notification emails) but not accessible to anyone other than the administrator
Ability to force technicians to have 3 minute refresh
I'd like to be able to set the default request view refresh to 3 minutes for all technicians
Link to request in approval-mail
Is it possible to create a hyperlink to the request in the approvalpage? Now approvers do have to copy the requestnumber in an other ServiceDesk+ session and retrieve it. A link would be so much faster, easier and quicker. Best regards, Mark Flothmann
Feature request for SDP
1. Approval detail check. On request, Requester and Tech. can check approval status. But, cannot check what was written on the approval request E-mail for audit purpose. 2. Chrome problem. On editing the Service Catalog, Chrome web browser cannot type in for anything. (Firefox and IE works) 3. Requester's choice for approval (multi-stage) Currently when Service Catalog is made by Requester can choose the 1st stage approver. It would be nice to let requester can choose the approver by stages. Also
Mandatory fields in Service Request form
Is it possible to implement an option so that the fields in the Resource-info section are also configurable as mandatory? Mark Flothmann
New Feature Request for Notification Rules : Template based request update notification.
AS of now is SDP there is only one Notification rule , in which we can send the request update tp requester but that feature is applicable for all the requester. is there any notification available based on template. example: we have three different template for request logging. 1. Incidents 2. Serviced request. 4. SCM procurement request.( in this template ,we need to implement the request update notification to requester.) please help.
problem with file attachment
Dear all There is a problem that I have while I want to attach a file Sometimes when I am attaching a file into the reply message this message occurs "Sending notification failed" everything is working correctly,and I just have this problem with some applications and files. and I am sure about those files and applications that they are fine. I want to know that why with some files I have this problem Any Idea ? Regards Negin
Reports of Tasks
Reports should be able to report on tasks, not just on service requests
Automatic Intelligent Request and Task Assigning
Assigning of requests and tasks based on options selected in custom fields (e.g. if country is ‘UK’ service request goes to UK team, otherwise it goes to international team)
Sites OU address
Hi, In our Active Directory we filled all the addresses of our sites. I would like Manage Engine Service Desk + to fetch those information when importing requesters so that when a purshase is made I don't have to write once more those sites addresses. My following question is when a make a purshase, can I add an AD attribute so I can add a specific field like a code? Thanks in advance, Cedric
One view of tasks and requests
There should be one screen that shows all requests and tasks, with tasks visible and clearly nested within their service request
Tasks Status Changes Automatically
Tasks should be set to be ‘on hold’ until pre-requisite tasks are all completed, then automatically set to be ‘Open’, and the task owner then receives notification.
Tasks should be able to have SLAs
SLAs assigned to tasks
Images in products
Hey guys, It would be nice to have the options to include one or more pictures onto a product, no? Or is this something that i can do already somehow? An image being uploaded from the computer, or through a URL. With regards, Sven
Preventative maintenance tasks
We use the Preventative Maintenance tasks a lot. However it has limitations whioch I think can be improved upon as follows: Provide the ability to suspend a PM task for a period of time. For example, our business closes down for 10 days over Christmas. We have several weekly PM tasks meaning that we get back to find we have a dozen or more PM tasks sitting in the queues with Escalation messages everywhere etc. Provide the ability to say "Start From" date for all schedules and not just the daily schedule.
Feature Request for Multi-level Change approval.
Currently, I'm trying the multi-level change approval. In my situation, I have to get the approval from mid boss, tech boss and then manager for change. But, when I choose those bosses in CAB and send to everyone on the list. I need to send one by one. So, here is the feature request. If there are check boxes, I could easily choose the approver to send. Thank you. SC Jung
Feature Request for Notification Rules
Such link as $ProblemLink or $RequestLink appears as full link in E-mail. And long link is not good at all. This is the example of real SDP e-mail for approval. Your approval is required for a request to proceed with its execution. The details of the Request can be found at http://192.168.10.5:8080/approval/Approve.jsp?ITEMID=1586&woID=1586&MODULE=Request&KEY=541095487134278738376054109548713427873837601655058512238744914364960 This long and not pleasant looking URL is not something people want
ability to view assigned asset when clicking on Requester Details within a request
Currently you can view information about the requester when clicking on the name of the Requester in a work order. I know we can fields, however it would be nice to see the associated asset when viewing those details, without having to go to the Workstation screen.
Mandatory fields in resources
Currently, SDP does not allow enforcement of selection of resources. If I create a form to which I add resources, the user can submit the ticket without selecting any options in the resource list. That makes the use of resources somewhat redundant. If we create a resource list asking (e.g.) that a user select the software they require to be installed on a PC, we must be able to ensure that the user selects at least one of the options. It is the resource that should be mandatory requiring a
Service Desk Online Beta
Could I please request for the beta.servicedeskplus.com to be upgraded to 8108 (from 8100) so that I can see the new Task features. Thanks, Andrew.
Technician Notifications
Currently, email notification is only sent to a group when a new ticket is submitted It is not appropriate for someone in, say, the Linux Admin group, to assign an existing ticket to a technician in, say, the Windows Admin group since that Linux admin does not necessarily know who in the Windows Admin group is most appropriate to process the ticket. Hence there is a need to be able to automatically send an email to a group when an existing ticket is assigned to a group. Suggest that you amend
how to add new notification rule template
How to add new notification rule template for send notification mail to support reps when the requests are closed or updated...
Improting data to the ManageEngine ServiceDesk Plus.
Please can you help me with the belwo issue. We just buy the new system and we link all the PC in the servers to ti. But their are some old data that need to be improted to the new system as will such as users and their pc. Is their any way to improt the oldtables to the new system ??
Redundant Email Notifications
There are a couple of situations where email notifications are sent out that I feel are unnecessary. We have notifications enabled for the group when a request is assigned to the the group and to the technician when a request is assigned to them. Often a ticket is assigned to the group and individual technician at the same time. I'd like to request that a check be put in place so that an email is not sent to the group if the technician field is populated. We also have the notification enabled to
Roles and additional fields
It would be useful to be able to restrict who can see additional fields for users. We have a situation where we need some tech support staff to have access to private information that our organisation wishes to store in SDP. For example, for password resets, our users telephone in and we ask them a series of questions to identify themselves. These questions include some for wich only that user should know the answer. Under the way technician roles are currently defined, we cannot rerstrict who
Additional Requestor Fields within Service Request Requestor section
Hi, We have added an additional field "username" to the requestor list which is populated (obviously) with the username of the requestor. It would be very handy if this field could also be added to the Service Request Template as part of the Requestor block. Currently, the Requestor block cannot be modified. In general, it would nice to be able to modify the Requestor block in-toto, however the username field would be our biggest priority. Regards, Wayne
Sorting Service Catalog
Hello, Not to sure if your able to do this and I just can't find the option but I would like to be able to sort the service Catalog in the Configuration Wizard. Even better would be a way to export the templates so I can import them on our other servers. Sort them would be a nice alternative seeing when both server don't line up it's hard to easily find what templates are missing. Thanks Matt
Switching between Incidents and Services
If someone submits a ticket using a Service Request template, when they should have used an Incident Report, we need the ability to change the ticket to an Incident Report. (We often get people reporting Incidents using SR templates. For the one off incidents it's bearable but when we get a mix of incident reports and servcie requests all for the same incident, we cannot merge them together and close them all in one go. Similarly, if soneone submits a ticket using an Incident Report template when
Worklog time field
When compelting a work log, the "Technician Resolving This Request" and the "Executed Time" fields are mandatory but the "Time Taken To Resolve" is optional. "Time Taken To Resolve" must be mandatory as well since it is this field in which the technician is expected to report their hours. With the field being optional, techs can simply ignore it meaning that "Time Spent" reports are unreliable.
Worklogs and groups
Currently the work log displays all the technicians in the pick list. For companies like mine who have a large number of technicians, it would be useful to be able to filter by the group. I suggest that you add a pick list for the groups. If a group is selected, the Technicians pick list only shows members of that group. Otherwise it lists all technicians. Techs should be able to select their name without selecting their group if they wish (useful for smaller organisations). You could also
Request fields in Task notifications
At present, task-related email notifications do not have any of the parent request's field available to be included. This means that, unless the person who creates the task copies everything into the task description (a pointless waste of effort, really) then the email contains very little useful information. I acknowledge that the tech can click the link in the email to the task, and then the link in the task properties to the parent request, but that's no use for a technician checking their BlackBerry
Allow Archive of items other than requests
Can we have the ability to Archive items otehr than requests please. Initially looking for DISPOSED and EXPIRED Assets, but suggest that any status could be assigned to Archive ( except IN STORE and IN USE as that would make no sense that I could see ) Need to keep the information on the assets for Audit and reporting purposes but dont want them on a day to day basis that I have to filter out. Thanks, Andy
Either access denied for the user or the remote DCOM option might be disabled in the workstation.
hi, i have a problem with opmanager and service desk i have new desktop machine. ( dell latitude e5500) with windows seven when i make a scan for the new machine i have this problem: Either access denied for the user or the remote DCOM option might be disabled in the workstation. i have maked this options that you indicate in troubleshooting: Step 1: For Windos workstations "Windows Domain Scan" mode will be more efficient than "Network Scan" mode. Configure the proper login credentials for the
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