Customise the Change Template
In the incident template it is possible to select a field and mark it as 'Requester can view'. I would like the ability to have a field in the Change template and prevent the requester from viewing it. E.g. the Actual Days spent on the change to be hidden. The technician should still be able to see this field. Is there a way of acheiving this? Thanks
Dashboard View > Requests by Technicians - Adding custom requests status'
Currently within version 8.0 and on the helpdesk, you can view requests by technician and the status of the call. Whether it is Open, On Hold or OverDue. However we have other request status' such as 'Awaiting 3rd Party' and 'Awaiting Customer' and these status' aren't included in the view so the Total's are wrong as they aren't included. We would like to see the ability to add these into the helpdesk view if they are not so already.
Ability to retire technicians
Can we have teh ability to remove a user from the technicians list BUT leave all old requests assigned to them to show they did teh work. At present if you remove a technician the work, open or closed, becomes unallocated. Only workaround we have at present I can see is to remove login rights to regain a licence and to rename the technician with a prefix like zzz so it moves to the bottom of the technician lists. Thanks,
Category groups that are technician assignable
if we had request category groups that could be assigned by technician we could bring in a much larger user population into the application. for example, we could use sdp for employees that want to submit a request to hr or accounting and those departments could use sdp as their request management system. and then hr or accounting users could only see requestof a category that relates to them. just some food for thought...
Converstions within Problem
Some time back it was suggested that the Problem module would have the Conversation element of REQUEST added to it. Any idea when this may be implemented
Ability for Asset Agent to update itself
Can we have the ability for the Asset Agent to update itself on demand please. We aren't in a position to use the AD login scripts and don't have access to an account that we can do a push install with, so have to get our users to go to a network share to do the initial install themselves. So if the agent could be told there was an update available from a specific share it could be 'woken' and update itself on demand. Makes upgrades of agents much easier.
Show Technician's detail same as requester's detail while they want to submit a request
Dear all There is a question that i have . When requester logs in to the ServiceDesk he can see all his details automatically while he is going to submit a new request, But when the requester changes to "as a technician" there will be no information for technician's details and the technician should choose his name manually from the list if he wants to submit a request I want to know is there any way for technicians to view their details same as sequesters while they want to submit their requests?
keep me signed in
Dear all the check mark for the "keep me signed in" does not work I enabled the check of "keep me signed in" and i close the browser,When i opened the browser again it did not save my login and password information and each time I had to re-type them again . could you please tell me how can i fix this? Thanks in Advance Negin
send approval to the department head $DEPT_HEAD$
Hello If you have lots of users, you do not always know by heart the hierarchy and/or the names of the managers. In the current version, for each department, you can define a department head: When manually sending an approval it would be very helpful, if you could either enter $DEPT_HEAD$ as email address or tick a check box behind the To: label to tell the system that it should send the mail to $DEPT_HEAD$ Thanks for any feedback regards, Marc
ServiceDeskPro - Major Problem with Approval Authentication - Development Request
Hello, If you send an approval from a request to someone, but if that someone has their emails on forward to another person, then the other person can approve the approval request. Hyperthetical situation: Manager forwards emails to next highest ranking staff member (for whatever reason). This staff member requests something that only his manager can approve. The technician is not aware of the manager having forwarded his emails to the requesting staff member and sends the approval to the manager.
Multi-company
Good day I have one questions. You have some roadmap to include multiplex companys to Service Desk Plus. My questions is because I support differents companys from Enterprise Group. Thanks... Best Regards.
Task Dependency on assigned email
When you get an email that a task is assigned to you, it would be nice if it also included task dependency information.
Escalation Rules
Hello, I would like to have the ability to create escalation rules on a per technician basis. For example, I would like each technician to have to whom their tickets get escalated to, ie. their supervisor.
Allow Requester to see request Work Log
As of the current build (7.5.0 7506), the Requester does not have permissions to see a request's Work Log. We would like the ability to grant that permission.
Pragmatic CMDB Design
Does anyone know of a resource to help design our CMDB? Anyone willing to share how they setup their Services and Relationships? Anyone using the Document CI? If so, how did you implement? Thanks for your time... just getting going so any tips / tricks to help make sure we lift off smoothly would be appreciated! Cameron
Multiple requesters on one request - Is this feature in, or is it due in a service pack release??
From http://www.manageengine.com/products/service-desk/roadmap.html "In cases like New Hire, HR might be creating the new hire request and the department person might need to fill the ticket information (like Laptop / Desktop information, software information, login in AD, ...). In this case HR person and department person both will be requesters. Ability to select a requester to edit the request and fill the needed info in Service request is supported." This feature is listed as being in 8.1, but
SDP - Purchase Orders - Recording and tracking customs brokerage invoices
Hi, We have just received customs brokerage invoice from UPS for computers we ordered from USA and I don't see any place where I can record it in the system. On the one hand, customs fee is not part of the order per se, since the fee is not being paid to the vendor we ordered from so it can not be treated as shipping costs. On the other hand, this is a cost associated with this specific purchase order and it is important for the brokerage invoice to be recorded in the system. The Invoice and Payment
Weekend workdays
We have a regular cases in Russia when state sets workdays on weeekends (compensating holydays), so please add Weekend workdays list (may be in Holyday list with some 'is_workday' bit)
Custom Script before or after User Deletion
It would be very nice to have an option in conjuction with the Delete Policy: o "Run Custom Script" Script Command ____________________________________ o Run Before Deletion o Run After Deletion
Item in Report
How can I get the "item" information into the following repor? SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME "Sub Category" FROM WorkOrder wo LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID WHERE (wo.DEPARTMENTID = 1) AND wo.ISPARENT=1
Checkbox wanted
I would like to have the checklist-feature. For example: To create a new user account there are about 20 very short and simple steps to do. I want a simple checkbox field, where I can mark the steps I have done. To use tasks is too complicated and takes too long time for technician to handle. This time we print out the sheet and check by hand ... would be nice to do it online at SD+ It works to fill this checkbox-fields in the text-box (solutions). But I have to be in text-edit-mode to store the
Assign to Group in main Requests view
Hi, in the main Requests view you can select single techinican to assign to froma drop down list. That is handy if you wish to assign multiple tickets at once to somebody. Problem is that you cannot do the same to assign to group. Since our company is organized in teams you just find a very long of anonymous Techcians (since not all people for a team know all the people in other team) while it would be far better to just see Team names there. Have you got any proposal to workaround that? Thank you
remove/delete site
I called for support last week and was told by 'Jerry' that someone would call me back within 30 minutes. I'm still waiting. I have several sites that were created when we first put ServiceDeskPlus to use. Now I want to delete those sites. I have already moved all assets and users to the correct department within the correct site however I can not delete the old sites. When I try to delete an old site I get a message saying that the site is in use in another module. How do I delete old
multiple departments/cost centers per user?
Hello We are creating time-spent reports per department on a monthly basis. We have some users working for 2 cost centers (2 x 0.5 FTE). Today, the requester is associated to one department only, which falsifies the time-spent reports per department . How could I map this into SDP? - define the requester twice (one per department) ? - assign 2 departments per requester? This would entail a new feature What do you think Thanks for any comment. regards, Marc
Master tickets with the ability to close child tickets.
I know this has been asked for before (since 2009) but I haven't seen this ability surface to the extent that is being requested as of yet - unless I'm missing something form my configuration. My team has been using MESD now for about a year or two. With that, there are numerous occasions where what starts off as a singular occurrence will become something that evolves to affect multiple users. For this reason - and for trending, tracking, and analysis reasons - having the system be able to use a
Licensing: Nodes that are In Store
Would it be possible to make IT Assets that are "In Store" not use up one of the node lincenses?
ServiceDesk Plus - Implement SDP backups retention
Hello, Is there any plan to offer the ability to set a retention on SDP backups ? In the web interface: Admin -> General -> Backup Scheduling -> Edit scheduling Add an option: Backup retention: nn days/weeks/months Then, every time a backup is run, run a script that "clean up" out dated backup files. Thanks for your feedback Regards
Updating any request cannot work
hi I am facing problem regarding user request. When i am resolving the request it oftenly shows that resolution field must be filled. where i already filled the resolution field. then again and again same issue. after few attempts it successfuly change the request status from open to resolved. Due to this issue , requester is getting more than one resolution response by email. which is panic for him. I am using 7.5 version. any suggestion or solution thanks for your support. Regards MAJ
E-mail Id(s) To Notify autocomplete
i need to know why the field of "E-mail Id(s) To Notify" is not autocomplete when begin typing the name at the requester why work fine from the technian
Task Overview Tab
Adding a Task to a Request is a great feature. But as far as i can see there is no view where a Tech can see all of his Tasks. May it possible to add a new Tab with Tasks or enable to view them in the Requests-Tab (maybe using a Filter-Option). In a Request i want to see a Option to see all assigned Tasks and their status.
files in the request
Dear developer, please tell me where to change the size of the spread the files in the request? Thanks in advance.
Device Distinction ie. Device Specific data fields
Given that it seems CMDB will not be in the Professional version of SDP, I would like to request a feature be added to the professional version of the software for establishing device distinction. This is something that desperately needs to be added to this version. Currently we have the areas of: Workstation - Additional Fields Asset - Additional Fields While these areas provide us with the ability to add extra detail to the workstation assets we track, the Assets - Additional Fields loses its
remaining time of the SLA
You can add the functionality of the remaining time of the SLA on the screen of the ticket
Embedded Ticket Links
I would like to see someting similar to BugZilla where you put Ticket #123456 or Ticket 123456 in the description, worklog, or notes and SDP will automatically turn that into a link to the ticket you are referring to. Example: https://bugzilla.mozilla.org/show_bug.cgi?id=23679#c211
Consumables Management
Hello, I've been recently looking into ways of tracking changes of consumables such as Printer Toners, and also Company Resources. I would like to see a Consumables Option within SDP to track stock levels of a consumable. For example when a Toner is changed, I'd like to assign the Toner to the relevant Printer asset. Then when stock is running low, an automated e-mail sent to the person who procures the Printer consumables. Cheers, J @ Surrey Satellite Technology
Internet Explorer 9 observations
Not sure how many people use IE9, we do because of the restriction and customisation we can apply/deply and control via group policy. Not only that, it's our prefered Browser choice and the standard that comes with MS Operating systems. I'm sure everyone has their favourite but these are some of the issues we've come across with SD+ Tasks - unable to expand Description and Comment boxes Heading tabs - While on Home, select another tab and both display as active - ok in 'Compatibility Mode'
Ability to hide categories from users
Ability to hide categories from users I noticed that a couple of people have requested this in previous posts and wondered whether any more thought was given to this. We're using Version 7.5.0 Build 7507 and it doesn't look like it's been included. This is really a feature that would be of great interest to us. Thanks Stef
Expanding mailserver options
Woud it be possible to have some enhancements added to the MailServer configuration. At the moment the system will attempt to create a request/incident for all emails, unless SPAM management is configured, but even then the restriction means that it will get deleted rather than left alone. For organisations that would like to create transparency and have just one email box that is shared by SD+ and an ICT Department, it makes it very difficult with the present options. Maybe expand the SPAM
Additional Field Question for 3rd line in order to report back on
Hi, I need to implement a drop down box to monitor the quality of incidents we escalate from the service desk to 3rd line support. Often 3rd line get given incidents which they feel the service desk is able to resolve themselves....however I want to create a drop down box for them to note this down. Such as the example: of having 2 options "SD Able to FIX" OR " SD Not Able to Fix" However, I managed to create this drop down, but cannot seem to integrate it as an optional field that 3rd
Request page not supporting html anchor
We are running Servicedesk 8.1. On the users we have setup html anchors for easier access to other services. SIP link for calling. VNC for remote management. And links to ISP web for reporting cases, info and status. The user page supports these links fine. But on the request page, the anchors won' t work. It would be nice if this could be fixed to support html anchors.
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