2 features - how to track?
Hello, I found two useful feature requests, but I do not know how to track them... Here they are: https://forums.manageengine.com/topic/how-to-make-the-requester-can-t-see-the-conversations SDF-41170 https://forums.manageengine.com/topic/no-group-assigned-when-pick-up-or-assign-to-are-used-in-request-module SDF-23379 Googling by Feature request ID bringing me back to the posts, and I do not view this number in Feature Factory -> Feature List. Please help me - how I can view the progress status of
Merge buttons on top for quicker actions
At least have the option to merge the buttons "Merge" and "Pickup" so they can both be done with one click. Or have the option of custom buttons that perform different tasks at the same time.
Technician/Requestor management : Deleting and converting technicians and requestors
We have the need to: 1. Convert technicians to requestors when they change departments or job duties and still retain the data linked to the users that are converted. 2. Delete technicians and requestors when they are no longer employed or no longer using the system due to any reason and still retain the data linked to the deleted users. Currently it appears a technician cannot be converted back to a requestor. If you delete the technician, you lose data since for some reason, that I don't understand,
Asset Component Resource Details Screen
We manage monitors as Asset Components. We have created custom asset fields to track screen ratio (standard vs. widescreen) as well as Input Types available. However, the default 'resource details' screen does not show any of the available UDF's. Is there a template or way to change the default asset component details screen to add the UDF? and if not, I suggest that as an improvement.
Employee ID Imort from AD
Currently, a technician is unable to import the Active Directory "Employee ID" field into the already available "Employee ID" requester details field in ServiceDesk Plus. We can create an additional field to meet this requirement, but this does not make much sense. Why NOT allow for Active Directory imports of the employee ID into the requester's employee ID field? It would save whitespace and it makes sense to allow for that import, rather than make the user or technician update the blank requester
Adding attachments to requests
After a request is sent by the user, it is not possible to send further attachments. It is only possible to send notes ("Add note"). Is it possible to add a feature like "Add attachment" Thanks, Carlos.
any ways that i can copy the purchase order?
there are some services my company subscribed regularly (e.g. on a monthly/quarterly basis) and it would be so nice if i can simpy copy the purchase order and udpate a few lines (just like the copy feature in "request"). any hopes?
Linked custome fields
Hi, I want to post an idea for Request additional fields . if you can make a linked custom fields like for example (Category , Sub category , items) in the Request each list depend on the parent field, is it possible to have the ability to create additional field has a relation like this example thank you
Escalation suggestion(s)
In the build we are currently using (8020) only technicians and the ticket owner (presumably the requester) are listed as people to whom a ticket can be escalated. Since there might be occasions when one wants/needs to escalate tickets to (e.g.) managers who do not have technician access, I suggest that you modify the SLA section to allow: An option to allow selection of "Technicians" OR "Users" Selecting "Technicians" displays a list of the technicians registered in SDP Selecting "Users" displays
Add Notify Users field to Problem Management
Add a field to the Problem Management ticket where users can be added and notified of the problem ticket.
conversations in requests
Gents, I'm a technician. When I use Web Interface (WI) and answer to user in request, my answer will be added to request. Also you will see that you answered to user@company.com (you see field To: user@company.com in the answer) But if I use email and answer to ServiceDesk's email and user email, I will see in request only answer without To/CC fields. I.e. you can't chek, was this email sent to user. Can you please keep in the conversation original To/cc fields from email ?
New functionality in Change Management
Can we have a new feature in Change Management where a report can be run / scheduled to display all changes due to be completed on a day, but not completed. this would make visibility of "failed" changes or forgetful technicians easier and make teh process slightly more proactive without the need for additional resources. James Gander Gander Service Management IT Operations and Service Management Consultancy
Asset relationships and change management
Hi Can Change Management be amended so that when the asset is entered, the Services Affected is pre-populated from the Business Services relationship? James Gander Gander Service Management IT Operations and Service Management Consultancy
Custom Notification Rules
We need a way to send email notifications to some, but not all of our technicians when a ticket is assigned to them. I need a way to create a rule that says when a ticket is assigned to Joe Smith, send him an email. I can create custom business rules, I should be able to create custom notification rules.
Requester is able to see worklog using request print preview!
Correct me if i'm wrong - requester should not be able to see worklog details? I've already wrote that in other topic, but still no support request.
Integration between SD+ & Password Manager Pro
Hi Having been looking at PMPro, I think that a way of integrating Change Management with Password Manager would be good. An example of why this would be useful, is if you have a 3rd party in to do some work on your infrastructure. The Change has been planned and agreed for 21:00 next Tuesday. Password Manager Pro should only release the admin level password at 21:00 and revoke access at the time the chnage is due to be completed. It could also then chnage the password, as PMPro allows. This
Scheduled Backup
Hi Can I suggest that the scheduled backup task would also be able to set how many rolling backups you want to keep, rather than just keep backing up and manually having to remove the old jobs. Most IT techie's would also be running this along side tape backups etc. Cheers
Integration with Device Expert & SD+
Hi I think integration between Change Management in SD+ and Device Expert, so that the two tools can work together and compare changes made with changes approved. James Gander Gander Service Management IT Operations and Service Management Consultancy
CMDB Integration with OpManager
Hi I understand that the next version of SD+ includes improved CMDB with the ability to build the relationships between different CIs to create a service view. Now I have already built that in OpManager when creating Business Views, so a way to export those business views into the SD+ CMDB would make life an awful lot easier. I don't want my clients to need to recreate the information already within a ManageEngine product, in another ME product. James Gander Gander Service Management IT Operations
Announcement Notifciation Enhancement
When an announcement is posted in SDP, it would be nice if there was a notificaiton in the bar below the tabs. Maybe when a new announcement is posted, put a button next to the Quick Actions dropdown. It would get the attention of the technicians that need to know those without requiring email to get those notifications. Speaking from my experience, I rarely go to the Home Tab, My View section.
Notification of deleted requests?
Is there a way to configure notification rules for when a request/problem/change etc is deleted? I would like to receive an email notification every time an item is deleted from the system with the content of the item and the user who deleted it included. Is this already possible and I'm just being UI-challenged? Thanks, M Patrick
Remove 'Jump to' icons on SubBar
An organization may not even own the OPManager and/or ADManager products. As such, there is nothing and it is irrelevant to have a "jump to" link to them. This button/link should be removed or configured to optionally display.
lead ticket, major ticket - simplify and save time in case of problems
Dear SD+ users, dear support Wouldn't it be useful if you had - in case of a major problem - the possibility to create one 'major ticket' or 'lead ticket' which allows to add for each new same incident request just the name of the user? This would create a new ticket with the same data. Lets assume that your mail server is dead. This will probably imply a huge amount of phone calls on the hotline. In such a case, it would save a lot of time when you could create on the fly a kind of an incident template,
Feature Request: Automatically Notify Manager
Our management requires that when their employee submits a request that they are copied on the request. Today, we have to do this manually. Our organization structure is already loaded in to AD (Who reports to who, etc.). It would be handy if ServiceDesk could automatically copy their supervisor on the ticket without us having to manually set it. Just a FYI.
Group A
Hi App Dev I would like to see the ability to be able to create a problem ticket from the Reuqest List, by checking off a number of requests and then create Problem with these tickets associated to this problem. As well could there be a quick option if you know which Problem number it is already, have the option to quickly choose "Attach to Problem #____" Alex
how to delete an asset type from assets?
Hi I'm interesting of ServiceDesk Plus and trying it. Please, tell me, how i can to delete some asset types from assets? (see attachement Capture.jpg) Can i delete native assets from there or only imported by me? and one more question: ServiceDesk Plus supports importing from .csv file assets with Russian language? (see attachement cap2.jpg) Thanks.
Showing workglog to reguester or time spent to reguester
In reguest there is section Time Elapsed where you can enter worklog fot ticket. I have got questions that would that be possible to show this worklog to reguester? Our need would be that reguester would see how long time it has taked to solve this problem? Is there anykind solution for this or workground? We would only one time fill worklog... it that possible example transfer Time Elapsed total to solution Resolution pages etc.. This would be very importat to solve. Second question is that possible
Add a technician with a login
I have a problem when trying to add a technician with a login in the free version it says that it exceeds the count of technincians with login allowed by the license, but i do not have any other technician registered. Previously i registered a technician with login, but i deleted it, is there anyway that this is affecting teh count of technicians with a login? how can i register a new technician with a login name?
Have a field toggle a task request
I would like to be able to see a feature where a particular field can toggle a task request. For instance, when creating a new user account we have multiple accounts that the manager needs to be able to select from. I would like to have it be setup so that if they select the field "Email Account" and select "Yes" that it would create a Task to create an email account or if the select "No" it will not do anything. Do you think this is something that could be incorperated in? Thanks, William
Dynamic auto-suggest solutions when making a request
Hello, In a perfect world my users would go to the solutions and first search for a possible solution for their given problem. Off course, in the real world, it ain't happening. We receive requests, for problems we already added a solution for. So if i may suggest a "function" I would like to have a auto-suggested solutions function. This means that when one types in his/her problem in the "subject" (which is mandatory by default), the program automatically calls an ajax-function that looks for
Propose different Ideas
Configure the color of tickets by priority or when the ticket have time of SLA, for example: If ticket is in time the color of ticket in green. If ticket is over limit of time the color of ticket in yellow. If ticket is out limit of time the color of ticket in red. Include Worflows in different proccess. Thank you.
Modification / SDP
Hi, Is there any way to change display name on the below picture area ? But I want to know, Is it possible to do that right now ? Any suggestions ?
Mobile Client Access
Are there aby plans to allow requesters to be able to login via the Mobile Client ? we dont allow people to email requests in , so this would be very helpful
Mode Field and iPhone App
I noticed that when a new request is created by the iPhone App, the Mode field is not automatically set to "Mobile App" or such. Which is the case with email and web form.
sd+ agent for the communication between it department to the end users.
i think that is a good idea that the announcements that we write in the sd+ web, appears to the sd+ agent as a popup message (it's look like the outlook email received). this can be a powerful tool to communicate events as a email error o stop a service, to users.
Api Login Request
Dear Team, Kindly i want to know is there an API to the login page of the service desk as i want a url to pass in it the username and password and domain and then the service desk automatically login in is these option availabe in service desk Your Response Highly Apreciated ASAP\ Thanks
SDP: Asset Scan of ESX/ESXi hosts
Not sure if I'm on my own here, but would it be possible to be able to scan ESX/ESXi host's for hardware information? We are currently migrating our servers to ESX from Windows Server and are losing tracking details.
ManageEngine Service Desk Plus! Email Notifications
Hi whoever may be reading, Currently, the email notifications within Service Desk Plus! I feel are not detail enough. Reason being, we are potential customers of ManageEngine and have been evaluating the product for some time. What we need to do, is have email updates/notifications sent out to the end user when certain things are performed within the request, as the end user will not be logging into Service Desk to check their requests progress. Now, I understand that there is currently a feature
How can you set up the service desk to allow the assignment of calls to external 3rd parties
We work with external support parties; how can we set up the service desk to allow calls to be assigned to these external support without haveing to use up a technicians licence. I would also like to be able to send a call close notification to the external support every time our technicians close a call they have been assigned. Just now we have created 2 fields for the 3rd party name and 3rd party reference; and populate these, but the call is still assigned to one of our support technicians,
Auto open/Hide calls?
Hi Guys We are currently monitoring our service desk plus solution for calls that have not beena ctioned for several days. We are seeing issues when people have requested third party support and they have to wait 10+ Days for these to come out to site. Is there a feature that will allow us to "Hide" a call from the report and auto re-open/unhide the call at a particular set date. Many Thanks
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