Would like the ability to pull fields in AD during login to SD
We populate some special fileds in AD so we can gather what PC they were on when submitting ticket and also What citrix client they were on. This is really helpfull in trouble shooting issues when we can't get hold of user and also helps us spot issues with a possible citrix server
Using Task Template in Incident Templates
In creating Incident Templates, you can add tasks that are related to the incident resolution. However the created tasks in the task template cannot be used. We have to create the same tasks when we create incident templates. It will be better if we can select tasks from the existing task templates in creating incident templates so we won't have to redo the tasks which we have already created in task template
Upgrade the Option "Scan Configuration" for Printers, Switches, etc.
I would really enjoy having more available options on your Network Scan, i.e. scan printers: Search for Asset on port: *selective* (i.e. 9100 for HP printer) and do a SNMP request on this IP scan routers: Search for Asset on port: *selective* and do a SNMP request on this IP Therefore the network scan can be minimized as needed. What do you think about this?
Notification for unassigned call
Hi All, Im fairly new to Manage Engine ServiceDesk Plus and I need to be able to create a notification that emails certain staff members if a new service call in the Helpdesk has been sat as 'unassigned' for a certain amount of time. Any ideas if this is possible and how to do it?
Worklog based off of Task
Something I would find useful is the ability to spawn an worklog entry based off of a task, similar to how you can add a worklog when you do a resolution.
Reminders
Would it be possible to do one of the following for reminder emails; Append the email subject/description with the requestID/requestSubject and supply the url for the request or Give the functionality for templates to be used like those already in use in the Notification profiles. Thanks
On-hold reason
Hi, I try to search for on-old reason and i found this new feature list code SDF-24224 May i have update for this feature?
Set permissions for Technician Groups
It would be really beneficial if we could set Incident template permissions based on Technician groups as well as the already available user groups. We have numerous technician groups that do not need to see all the templates. It would also be ideal if we were able to assign technician groups permissions to certain solutions, at the moment it's all or nothing. This again is not good as we do not want all of the technicians viewing, deleting or changing solutions that are not applicable for them.
Assigning request to technicians
Dear All I have 3 Technician(Technician A, Technician B, Technician C) with 1 IT Manager(Technician M) that all of them have been set as a technician and I have 4 Sites( Site A, Site B, Site C, Site D) I set Site A for Technician A, Site B for Technician B, Site C for Technician C and Site D for Technician M. If Technician A wants to assign one of his/her request to for example Technician B, Site B should be associated to Site A before if not assigning is not possible. On the other hand when a requester
Locked Down Categories
Is there a way to lock Categories so only technicians can use them? For instance setting up a Server Category that only the IS department can use. In our case there is no reason an end user should be assigning to certain categories but a lot of items get misidentified by end users who don't understand the difference between a PC update and a server update.
Changing Logon Name for Technicians
Is there any way to change the logon name of a technician (ad) I know this can be done as regular requester but i cant find anything for technician? Were moving users from a old domain to a new domain and we want to ensure their history is kept with their account. I know for users that have the same first.lastname in the old domain (new domain is also first.lastname) it's works fine But on another domain were user names are flastname, it does not overide with the new first.lastname credentials
Reminder - no Incident Reference
If a reminder is assigned to a request, when a reminder email is sent, there is no reference to the request. Can this functionality be added to the Notification Rules to be able to amend the default reminder template. Thanks in advance.
User Groups only available to SDAdmin Role
Hello, I have about 10 sites across Europe with 20 Technicians. I want the technicians to be able to use User Groups when sending out Announcements or creating new Solutions. This is only available if the Technician has the built-in SDAdmin role assigned to them. Please can you make this an option for creating roles. Also, is possible to quickly view which user groups can see which Solutions with out having to edit each solution which can be very time consuming if you have several hundred. Thanks
how to send requests to the related technician?
To whom it may concern There is a question that I have I import my requester from Domain Controller for example name as"C" In Admin --> Requester --> Edit --> Department Details: I set For example: Site = "A" and Department Name = "B" And in --> Log in Details: Domain = "C" Also I associated the technician to site "A" and the technician's Domain is "C" I want to know how request from this requester can automatically detect it's technician and send hisher requests to the associated technician.
requests and tasks in ONE overview
Hello It would be VERY helpful for us to have an additional view (for instance in the 'Home' View) with my requests AND my tasks in ONE view. This would allow the technician to get an overview with his requests an tasks for better organising. Thanks
Organize request by "Last time updated"
This is another feature alot of other help-desk apps have that I feel is missing in service desk plus. Currently when I am looking at all the open request I can organize them by Priority, ID, Subject, Requester Name, Assigned To....etc. One option that is missing is to group them by the last time the request was updated rather that be a note added, e-mail, task added or some other action. This will open me quickly see what request have been untouched for awhile by my techs. I have seen others
How to make the field "Name" in the "Requester Details" inactive
How to prevent make nonsense in the "Name" in the "Requester Details" and allow only the names of the Active Directory? For example, how to make this field inactive, allowing the selection of only the Active Directory ? Thank you.
Customer ability to book their own appointments
I run ServiceDesk for my part-time computer consulting business. I also use the same product every day in my full-time job as helpdesk Tech. In my day job since we support the company's internal and external employees, there is little need for scheduling beyond setting time off schedules and back up techs. Since we are on call and work at the office that we support there is really no need for my internal customers to require booking appointments. In my business however, I go on-site, people drop
SDF-30750
SDF-30750 Where can I see this request, and when it will be implemented? After build 8017 was released, I was told this would be ready for the next build.
ServiceDesk Plus VNC Integration?
I have been testing ServiceDesk Plus for the last 2 weeks and am happy with the product. Its major downfall is the remote desktop support. I find it varies from machine to machine as to the connection and if it works. It also disconnects the session when we log the user off. This makes the feature no use for our support. We are currently using VNC to connect to the end users PC's and have deployed it as a service to our clients. In an ideal world a VNC remote support button on the new Request
Feature request in Reporting
I would like to have the option to save a report even though it's not functioning correctly. Currently you can only save a report after running it. I have been working on a report that wasn't functioning correctly and had to copy the query into notepad to save it or start from scratch each morning when I had to log into SDP. It would save a lot of time if "in progress" reports could be saved. As the tool administrator, I am likely to be asked to created a lot of custom reports and may not be able
Service Catalog Approvals
Hi... We are evaluating Servicedesk plus enterprise edition. We have integarded servicedesk plus with Active Directory and also imported some additional fileds also like Project manager. As per organisation process the approver should be a project manager we can configure this in service catalog but when project manager is changed in Active Directory then it should be change automatically in service catalog and also user should get a acknowledgement mail your request is send for approval.Does this
Questions regarding Junk filter on Notifications
Hello! I have been trying to get the Junk filter to work the way i want to but I'm not getting it quite right. We have a number of domains, eg. test.net, trial.net, testing.net, etc. We want all these domains to be able to send mail into our installation of SD+, but we want to block out all the rest. I have tried using the "Sender does not contain" function, and add the domains there, comma separated, but it just don't seem to work. It won't send a notification (which i can see in the request). Right
Link requests not available by Ticket-ID
Dear ManageEngine Staff! I just found out that somehow I am not able to link to requests to each other as easy as it should work. Would you please look into this? Currently I want to link one request to another one. But somehow - I am not able to search by ticket-ID .. I have to scroll or search for the 2nd request that I want to be linked to (tried all views like "my opened", "my pending", "all" requests).. Would you please fix that in future releases, that I am able to enter the Ticket-ID and
set reminder for another technician
Hello It would be useful to adapt the reminder function in a way to be able to set reminders for other technicians, in the same way that you can set task for another technician. Thanks.
Access control
Currently you need admin access to see/edit many features and it is an all or nothing condition with respect to the features on the admin tab. Ideally if we can create a role and select which features on the admin tab we would allow read-only/full access to. Currently I have the need to: allow everyone to have read only access to tech availability calendar need a super user to manage the SDP application for me when I am away but want to hide the survey results which contain confidential replies.
How to view activities/ticket during assignment?
Hi, I would like to know if is possible to view, when I (or another tech with admin site rights) assign to another tech one activity (ticket/problem/RFC), the "load" that the tech already has. I mean, something similar to Project. There is a way to do that? There is a module? Thanks in advance
Custom Fields and reports
How could I get the custom fields that I added in a service catalog template to a report? in order to get the report with those fields too. I'm no refering to the common fields which are OK, but not the ones you add for each category of the service catalog ie. request ID / subject /client / Category / Custom Field 1 / custom Field 2/ ...
Surveys - more question types
Hello. Is there anything in the roadmap for the ServiceDesk surveys? A big thing for me would be allowing different types of questions - some questions cannot be answered by a scale of satisfaction levels. The big one - "Did we fix your problem?" just needs a simple Yes or No. As it stands, to do that, every question would have to be Yes/No. Could you add the ability to add a Yes/No option and different dropdown or radio button options for each question? Thanks.
Finding out employees
When we perform a reply or forward to a request, it would be nice to be able to find the name of the employees not only search them by email address like we have to do now
Table of Service Category in SQL Server
Dear all I want to find Service Category's table in database of SQL Server Could you please tell me the name of this table? Regards Negin
Location Awareness in iPhone App
Location awarenes on the iPhone app would really improve its functionality. It would be great to be able to automatically assign jobs to maintenance staff who are currently at a specific site. You could also allow the staff to view all jobs pending for the current location. I would see this as also being handy in the ServiceCentre Plus application (we use that ourselves) too as we often send service staff to do a regular visit to a client and having a quick list on your phone of issues pending for
Approval based on field Manager from AD import
it would be nice if user import from AD could gather and save in a new field the users manager and then you can send requests to be approved by this manager in the actions menu of requests
Subject Column for Requester Conversations
When you are in View Request, it would be very nice if you could see the Summary as well. If there were a lot of conversations you could easily find the conversation you were looking for. Example: Current: From: <paper clip> System On: December 14, 2010 09:59 AM Improved From: <paper clip> System Summary: Fwd: License Confirmation On: December 14, 2010 09:59 AM The Summary would be the subject line of the email preferably with
Software bundling...
Could there be some way to combine software that is picked up as separate components into bundles? Mac software is particularly guilty of treating parts of a bundle as separate components in scans - Office gets split into Word, Excel, PPT, etc (Office sometimes renames them separately as Word/Microsoft Word just to be awkward) and Adobe bundles split out into Photoshop, Illustrator et al. The scans pick up the separate software installs, but the license is for the bundle. It makes tracking the licensing
Hide Default Request Template
Hi, Is there a way to hide the default request template from the requester? That option appears to be greyed out. I want to create a new template that hides category selections from requesters. At this stage we don't want requesters to have access to multiple templates. If we remove the category fields from the default template, technicians can then not see it either. This is obviously an issue as they have to categorise the request. Thanks Stef
Service Request Task Management Workflow
Hi, I would like to know if ServiceDesk Plus Service Catalog is capable of automated task management workflow. For an instance, a service request has been created. Task should be done in sequential manner. Example, after the assigned person to perform TASK 1. That's the only time or it will automatically notify the next assigned person to perform TASK 2 and so on before the service request is accomplished. Let me know if ServiceDesk Plus Service Catalog is capable of such workflow. Thanks, Ella
Time Format
Is there any way that the application can be updated to use/support 12 hour time system as opposed to the 24 hour system? Being able to use 3:00 p.m. as opposed to 15:00 would make more sense for most users.
Minor changes requested for list views
There are two things I'd like to see in list views. 1. A navigation bar at the bottom of list views (Requesters, tecnicians, requests, etc) in addition to the one at the top. I just find it annoying to scroll all the way to the bottom then find I have to scroll all the way back up to go to the next page. 2. I'd like the ability to resize columns in list views as well. I think this has been mentioned here before, so add my vote to the list. Thanks, Sheila
Add Attachments
There should be a button, maybe under the actions drop down, for Add Attachment. Currently the only way I know how to add an attachment is it actually edit the ticket. We have had users try to do so and accidentally change the description field.
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