Task Enhancements
Ability to close tasks with a button from the tasks list of the request, rather than editing and dropdown (if we have task closure set up as a requisite of request closure, then this can mean going in and out of multiple tasks , closing them all) Ability to create business rules bases on closing jobs . This could be used in the above instance to auto-close tasks when a job is closed .. Tasks belonging to closed requests should be closed too .. if you do not enable the task/request close rule ,
Service Catalog doubts
Hi, - Why the number field doesn't allow us to include decimals like adding IP address. - Under Add Resource we don't have the facility to add date and Radio buttons. What is the use of providing Yes/No drop down, next to it i have the option to add drop down so i can add it from there itself. I should have the option to radio buttons according to my requirements. - I want to Declaration Notes or Disclaimers. Where can i add Declaration Notes, i can add only limited characters in the text box field.
Roaming Ticker Feature
One of the following two options would be an excellent addition to a ServiceDesk Plus service pack. Option #1 : We can have the Ticker feature in the web browser client itself. The ticker will be enabled when you log into the ServiceDesk Plus client. Ticker can notify the technician whenever a ticket is assigned,created or SLA is going to be violated. Option #2 : Ticker to run in the desktop and this can be enabled when you log into the system. Ticker can be enabled and disabled if required. This
Pre-defined E-mail Repsonses
In a similar way to Resolution Templates, it would be very useful to have E-mail Reply Templates. These would come in very useful, for example, if we have a site-wide issue and multiple users log requests. A Reply Template could inform the users of the same information "We're looking in to the problem etc etc" without have to tedisouly copy&paste and would ensure that whoever is dealing with the request provides the same information each time, avoiding confusion and wasted time. It would also
Notification Rules
Currently, when a Request is assigned to a Technician, the Technician can receive an e-mail notifying them of this. May this be more granula? It is a global setting now so it's either ON for all Technician or OFF for all. 2 or 3 of my Technicians like being e-mailed about Assigned Requestes but the other 2 or 3 don't and would like the feature turned off. In future releases, I propose the following: - Separate Notification Rules per Site - Turn Notification features ON or OFF for individual
Mobile application helpdesk
Hi Where can i find the mobile application for heldesk and instructions for it ?
Request Closing Rules per site
Hi I would like to know, if there is a way to configure Request Closing Rules per site. In effect, we are billing our interventions for some sites only. So it would be nice to be able to force technicians by filling out mandatory fields for closing request (i.e. to add work logs) for requests regarding the selected sites. Thanks for any feedback regards, Marc Ludwig
Service Desk Plus : Future Request
Dashboard: Is there any way to refresh dashboard automatically in Service Desk Plus??
Tasks: Add work log
It would be nice to have a work log attached to the tasks. When a new user is created within our organization there are six of us that create accounts in different systems. We have tried to use the work log with tasks, however, the tasks are sent to the different technicians but all they can do is close the task. They cannot add a work log for their time without doing searches on the system to find the main task which is always assigned to a different helpdesk coordinator. I would also like
Try to log in to SDP using LDAP it always says user or password is incorrect!!
I have setup LDAP in the SDP,The version is 8.0 build 8016 and have gotten a successful import of users, however when I enable LDAP Auth. and try to log in to SDP using LDAP it always says user or password is incorrect.why?
Scheduler Idea
Would it be possible to allow Technicians to schedule blocks of time when they aren't available instead of just entire days. We have technicians that go offsite and if they receive a request during that time it gets flagged for violating first response and sometimes resolution. It would just be handy to be able to make yourself unavailable during certain times. Thanks,
Customize the Reply to Request Template to inlude the Name and Phone number of Technician
We have unique situation in which our Business Analysts use SDPLUS to work with tickets we assign. Right now my reply to template incorporates a few lines with info on how to contact our Help desk. I already have the $technician parameter in there which fills in the name. What I would like to know is if there is another parameter to include the phone number withing the Technicians SDPLUS profile? This way whomever replies to a ticket, an Analyst, a Helpdesk Tech, or a manager it will include the
Remote control icon next to asset drop down when creating a ticket
When creating a ticket and entering the requester's name, the asset drop down gets populated with the requester's assets. We frequently use the remote control module to control their computers. But we have to first enter all the ticket information in first, then save it, then click the remote control icon. A lot of times we want to see the requester's screen first before we enter the "description" for the ticket. I would like to see the remote control icon appear once we select the workstation asset
Option to email notify a GROUP on the addition of a new NOTE
In addition to "Email Technician" option, add an "Email Group" checkbox that can be selected when adding a note. If a request is assigned to a group but has not been picked up by a technician, an individual from a different group might have some updates they need to advise to the ENTIRE group. A note from the Helpdesk might be, "User called in wanting this request escalated". If there was a "Email Group" option, then the members of that group would receive it and know one of them needs to go "pick"
Support for iPad
I like using ServiceDesk Plus on my iPad however it pops up with an error that Mozilla 3.1 is not supported whenever I try to reply to a ticket. It would be great if support for iPad's Safari browser was included. The iPad, iPhone is a great tool and this compatiblity would allow for use of SeriveDesk anywhere I am and to get work done on my iPad. If this is already there then why wouldn't it be working when I try to reply to a ticket on my iPad? Thanks.
User Survey - More Information Please
I think it would be good to allow more information in the email sent out when requesting a requestor completes a survey. Especially with key requestors, they may have a number of calls at any one time. Being able to choose to put in the name of the technician, call ID, call subject, etc, into the email template would help in this case. The current situation, where a requestor's survey responses are allocated against the technician that resolved the problem that generated the survey request, can
Change Approval Based on Configuration Item
Hello, would like to see approvals for changes that are determined depending on the configuration item(s) related to the change request. We have multiple approval groups for each individual configuration item, and we have 7000+ configuration items.
Custom Fields
I think SDP needs some more Customesfields for templates. 1. Checkboxes / Radiobuttons So Requestes can check someoptions and with businessrules the correct group get the requests. 2. Cascading Textboxes Like the cathegory/subcathegory/element field , there should be a possibility to create such cascades in the templates, it would make things much easier.
Form builder improvements - UI controls and layout
Are there any plans in the roadmap to improve the layout controls for the forms that we can build for service requests, incident types and (coming) change types? Once a certain number of controls is passed, it becomes helpful to be able to layout and group controls into logical groups. Without this ability the default of the tool to cram all controls into two columns makes the tool unusable. I feel this is a huge impediment to the effectiveness of SD and would like to know if this is on your radar.
Import a Single AD User into SDP
Add the ability to select a single user from AD to be imported into Service Desk Plus. Re-importing an entire OU does not always work out when you just need to add one user.
Keyword search in Requests should search in resolution/notes
Most users describe their issues in very basic terms, such that many different issues might get described as "computer crashed" or "Having problems printing". It is in the resolution or notes that the technician is able to more specifically describe the problem. Currently, performing a keyword search in Requests only produces results where the keyword appears in the title and description of the request. Changing the search to look into the resolution and notes as well would allow the technicians
Improvements to Solutions Module
Hi, Two things I'd like to see improved/changed with the Solutions part of the program: 1. When Searching Solutions from the Resolution tab, if you choose a solution which has an attachment, the attachment does not get attached to the ticket. I suppose to make this work, the Resolution form would need to permit attachments itself, which would be a helpful feature anyway. 2. Could the "Topic" drop-down when creating a solution use the category/subcategory/item data that already exists in the
Disassociate technician groups from sites
Unless I'm missing something, could I request that technician groups be decoupled from sites? We have several technician groups which with very few exceptions consist of consistant groups of technicians across all sites. If groups of technicians & their associated email notification settings could be set up as a self contained entity, these groups could then be linked to a site rather than having to recreate them for each & every site (which is a real pain if the group changes). This would also
Ease of changes to default values
We were trying to assign a technician to a group the other day & for some reason in the particular area we were in, instead of getting the complete list of technicians, we were being presented with the default list of technicians. What became apparent after a lot of searching through the admin icons & help files is that there appears to be no easy way to change default groups / technicians / behaviours. Could this be implemented as an extra little group of icons in the admin area?
Quick Create Ticket Issue Group Setting
Is there a way to modify the Quick create ticket settings to also include the ability to select the Group, and possibly even have it auto select the group based on the user that is logged in, as it does now with the Site.
Folding Notes & Work logs
Making request work logs & notes collapsible & expandable would make many of our requests easier to work with as they can get VERY long. Collapsed by default. Expandable on demand. Stateful.
Change the way request links are dealt with
Maybe it's just me, but although I like the idea of linking requests when they are dealing with the same subject, I always seem to ungroup them after a short while. In fact I've stopped using the facility now. If I link two or more requests I find that the presence of the link(s) is not obvious at all, and if I click on the 'Linked' button, more often than not I just get informed of a link to a single request when maybe four or five have been linked. If I follow a link and then click the 'Linked'
Intergration of Reminders
At the moment, I don't think reminders are reaching their full potential in ServiceDesk Plus. I'd like to suggest some changes that would make them a lot more powerful: 1. When the email option is chosen, a hot-link to the call is included - allowing you to quickly go to the indicated call. If this is not practical, can we at least have the call # in the email? If you set multiple reminders you have to then poke around in "My Reminders" to figure out what call has just "reminded" you. I know that
Enhanced ticket routing mechanisms for multiple sites
I would like to have the ability to create a business rule that can route to different sites. This would include the ability to assign requester to multiple sites. The current product is good, but we need to implement individual servers for each support area, which doesn't work very well.
SubTicket
Hi I have an aktiv ticket and i whant to create childticket to thisone
Projects
Hello, In our IT department we have Projects that have a set budget and hours allocated to them. Is there any plans to add the ability to add projects to servicedesk with a set amount of hours and/or budget that technicians will be allowed to add time to? Thanks,
Service desk and PABX integration for receiving calls
Hi I would like to integrate our Cisco PABX with Service Desk so when a customer calls it logs a new request. Has anyone achieved this using the Service Desk API? Cheers Jamie
SLA reguest
hello, tell me whether it is possible to assign a SLA notice to another specialist without reassignment request
Request pickup change
If a ticket is assigned to say Group1 and a member of Group2 picks that ticket up, the ticket is assigned to the technician, but the group is left blank. We would like to have it so that if that technician is a member of only 1 group, it will not only put the put the request in the technicians name, but also in the correct group. Currently we have all tickets get assigned to our Tier1 HelpDesk. If a Tier2 tech picks up a ticket it is no longer assigned to a group. Other Tier2 techs that are Filtering
escalate notice
Hi, tell plz, Can I organize system for notice to other technical specialist if first specialist not complete a request in time, but NOT escalate it to other specialist thx a lot
Reporting - time elapsed excluding business hours
It would be helpful if SD could surface a function to calculate a time difference that included only business hours elapsed, or provided the following canned reports: Elapsed time without response (status filtered to exclude 'closed' tickets) Average Response Time (where time is only operational hours) We have made both of these reports fairly quickly, but the time_diff is a simple respondeddate - createddate function and does not speak to true business hours response times. Further: basic canned
Add worklog to a task
Curretly a task might be linked to a request/ticket. At that request/ticket there is the possibility for adding a worklog. But i would like to add a worklog to a task. It would make more sence that i add my worklog to the task at hand. Sure it can be shown at the request-page aswell as a summary of worklogs. Also a task is not always linked to a request, it can be an independant task. Yes you can fill in the start and end time. But what if i work multiple times at this task? The data would be incorrect.
To allow only requester to close the ticket
Hi Support, Can we create a rule in SDP to allow only requesters to close their own request. or is there any way I can impleament this. Regards Kanten
Users: Parent --> Child Link
Within our organization requests go into the ServiceDesk in a variety of methods. 1. Direct e-mail to our helpdesk account. 2. Using SD form, after logging into AD account. 3. Voice mail that is redirected to our helpdesk e-mail account. 4. Simple form on our intranet that requires users to put in first/last name e-mail (if available), title, and detail. We have the variety of methods, because most people do not have their own active directory account and outlook e-mail. Within our organization
Risk Management module
Have you considered a module for SDP to track and manage IT risk? Risk management is part of ITIL and other frameworks.
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