[SDF-84412] API for OpManager and SDP integration
I have submitted a feature request for OpManager and SDP integration. In SDP we have closure rules requiring Resolution before a call can be closed to comply with ISO standards, however A fault occurs within OpManager and a ticket is raised within SDP. This part is OK, however once the fault is resolved the ticket remains open within SDP and you then have to go in and manually close the ticket. If the closure rule requiring resolution is removed then the ticket closes automatically. We would like
Change Templates - template the fields in other stages (i.e. Planning, Implementation tasks, Review, Closure)
(Request made with respect to ServiceDesk Plus build 9010 Enterprise) Our organization has a number of Changes that fit certain deliverable criteria and need to be able to template these deliverables and implementation plan components in the 'Planning' Stage fields: 'Impact', 'Roll Out Plan', 'Backout Plan', 'Checklist' and 'Downtime'. Additionally, we would like to template the Implementation stage Tasks that go with the record as these are defined by the same criteria. Would like to initiate
How to access to user by role for add leave for all technician
Hi, I want to define a role that user can be set leave and backup technician for all technician instead of each technician set leave for himself. Is there any solution? Thanks
Let support group set user role
Let support group set user role
Technician task auto assign
Hi, For service catalog form design I used task pre- define template, but I want to assign task to technician in support group. Please add this feature in next release
Modify sort algorithm in requests' table view (this would allow sorting by multiple columns)
People have asked for sorting the requests' table view by multiple columns (such as Feature Id:26101), but really no new functionality is required to accomplish that. Instead, the sort algorithm can be modified such that when a user sorts using one field,
[SDF-90399,SDF-45241] Major Incident Management
Who has got some good practice for managing Major Incidents? On my desk if we get a major incident (say for instance File Server down) - I will typically get many tickets all reporting the same issue. Ignoring the communications side of managing a major
Project sub-tasks and expandable task list view by summary task.
The ability to utilize summary tasks and sub-tasks, as can be done in Microsoft Projects, would be extremely helpful in managing a project schedule. It is difficult to group tasks and navigate the task list in its current layout.
Request to filter Tasks view on Home Screen
Typically, our technicians are concerned with two types of tasks, those assigned to them and those that are within their support group but unassigned. Presently we can see those tasks using a filter in our own view, but on the Home Screen, there is no
Short URLs
Add the ability for short URLs when creating links, such as: View a Ticket - http://servicedesk/ticket/123456 Change - http://servicedesk/change/1234 Problem - http://servicedesk/problem/1234 Solution - http://servicedesk/kb/1234 It would allow techs to type a shorter link when providing URLs to end users. They could also be used by web developers and such on internal portals to create friendly URLs from a text box.
Filter criteria is limit in User Group
Hi, I wanna to segmentation between users to show service catalog but filter criteria in User Group is limit. I want to define user group by all user fields and all additional fields. Do you have any solution or workaround? If no, please add it in next
How to keep the email thread open when replying
Our organization is new to service desk. When replying to a request in Service Desk with these buttons: It opens the reply but the area of the page with the original request from the end user disappears and only the reply window is open. We very often
Task filtered view
Hello, Does anyone know how can i give access to a role access to mark as public a task view or any view ? i have team lead that created some view's and they want them public. regards Martin
[SDF-84037] Can we define the starting number and number size of an SDP Instance?
Hi folks, for ESM, does anyone know if we are able to adjust the numbering scheme when standing up a new instance? We're wondering if we can make this shorter or use a prefix to have a shorter number. Presently, the starting number is nine digits, and
Task Priority - Priority Order
Hi, I have been using the Tasks feature within the Home menu and setting the priority so I know what tasks need to be completed in which order etc. However, when setting the table columns into Priority order I've found that rather them being shown in Priority order (e.g. High to Low, or Low to High) they're shown in Alphabetical Order (Z-A) [See attached screenshot]. Is there a way of changing this? E.g. adding a new field in the column drop down menu? Kind regards, Dan
User Groups Active Directory Aware
I would like to see User Groups be able to identify with Security Groups in Active Directory. If your system is already AD aware, why not take advantage of peoples already existing AD groups that they manage. I don't find it effective to only be able to filter on Department, Site, Email, Title, Name.
Add Attachments to first notification to Technicians
I would like to "Alert the following technician(s) by e-mail when a new request is created" and have an additional checkmark below it or to the side to attach any attachments on this technician notification. I see much value as it currently on one of
Auto Suggestion-Auto Solution for Service Requests
Hi, AFAIK auto solution feature is currently working only upon creating incident requests. Whereas auto solution for service requests would be very useful indeed. For example; in order to prevent repetitive information requests about newly applied procedure. (which also can happen very often) Is it possible to add this feature upon creating service requests for further releases?
Please help provide solution of how to adjust/rearrange list of Urgency in Incident Form
We have question from customer regarding how to adjust list of Urgency in Incident Form. In Incident Form, there are Impact and Urgency which you have to select Impact first before select an Urgency. However, an Urgency list in default it arrange by
[SDF-98023] Web URL clickable when system field "Description" is disabled
Web URL should remain clickable when system field "Description" is disabled. This is due to the fact there is no other option or field type to add enriched text on Requests from Helpdesk module. For such forms/request we find quite useful to have a field
Attachments to New Contract
You used to be able add an attachment to a NEW Contract at the time of creation. Seems we have lost that option and you are required to go back into Edit Mode to attach your file. Can you give us back the ability to add an attachment at contract creation?
Variables not available in Resolution Template
(Post relevant to ServiceDesk Plus build 9120) Hello Could you please add the variables box in the Resolution Template. Same as in the Reply Templates (see Picture in Attachement) Regards, Markus Inappropriate
Including attachments with technician notifications
When will this feature be added? We're hoping to use SDP completely via Outlook but when the technicians get notifications on new requests, attachments are not included with those emails. They still would have to login to the SSP to view the attac
[SDF-53275] Need the ability to print a project
I need a way to print all details for a single Project in SDP. What I am looking for is much like the Print Preview option in Requests. I need to be able to print the Project Details, as well as the Milestones and Tasks. Mainly, this is for weekly
Deluge Sample script
Hi, How I can use Deluge Sample script on html form?
Register requester form
Please provide me a register requester form on login page -- Some users haven't account, and please I want add link on the login page, when she/he click on the like, a html or java form appears that user can fill fields and register it via API
Better ticket search needed
Global Ticket search is still lacking. There needs to be a better way to search all tickets using better key word searchig across subject and details of a ticket. its a fundamental requirement of any service desk product and I find Service Desk lagging
[SDF-95653] Checklist specific permissions in Roles
Hello! We have a few employees that we would like to give permission to delete checklists, but not to delete requests entirely. Is there any plans to add checklist-specific permissions to the role creation screen? Thank you!
CloseRequestLink Without Login In
How to make a notification by email to thge requester when request is set to resolved status with $CloseRequestLink without login request ?
History for FFR Activity
Is it possible to ad a History tab to the FFR for templates? It is helpful to see changes made (when and by who). This would be a troubleshooting avenue when several changes are made and now a FFR isn't executing as expected. Changes can be from within
Survey API
Hi, I want to access survey by API and report from it and add survey by user with API. What should I do? Please add this feature to next release of SDP
Release notes notification via email/RSS feed
Is it possible to get notified via RSS feed or email when a new release was published for SDP? ServiceDesk Plus readme | Service desk release notes | ServiceDesk Plus latest version read me notes | IT service management release notes | Service desk current
Group Based Import
MESDP allows you to import users from the Active Directory. It offers the feature to import at either forest or OU levels. A future development I would like to see is the ability to import users based on security groups - no I don't want to use LDAP/s
Has there been any progress on ID#SDF-66538?
I have seen a number of threads on it for 2-3 years but I'm told that it has not made any forward motion. It is in regards to having the SD Plus add a date/time stamp to all ticket correspondence.
Pause or Disable Scheduled Reports
Hi There, As the title states, can you add a feature to pause or disable Scheduled Reports, I was going to include Preventative Maintenance Tasks as well but this has been raised already.
Add System Notification Tracking for Tasks in Change Management
When a task is assigned in Change Management, we have the notification rules on to send the task owner an email alerting them of the assigned task. But that email does not show in the Change. When the task owner claims they did not receive the email alert,
[SDF-49366] User Groups & Announcements - Email the User Group?
In SDP it's possible to make announcements visible to a user group. However there is also an option to email individuals when creating an announcement. Is it possible to email the User Group or would a distribution list need to be set up in MS Exchange
Self-service portal customization boxes
Hi, I've been playing around with the HTML editor and managed to add one more "box", in this case "View Solutions", I would like to know where this comes from {{i18n "search_widget.help8"}}, and how to add a new functioning button. /Norman
Show Secondary Emails to Technicians without Admin Rights
We are starting to encounter problems with users who have secondary email addresses in SDP. It would be great if SDP would show WHICH email address the requester is using to create the ticket instead of always defaulting to the primary. A very large portion
Associate existing tasks and reminders to service requests
Hello guys, Is there any way to associate an existing task to a service request? Same question for existing reminders? Right now I see the functionality to create new tasks/reminders from inside a SR, but no way to associate existing ones. Thanks!
Next Page