Reports Forum / Exchange for Custom reports developed by users
I noticed some useful sql code in a number of searches I have done, but would suggest that it would be helpful to have all sql and custom reports collected into a separate forum, with meta tags to list dbase and version compatibility, relations to link variants, versioning, created by etc, perhaps even a elance/mechanical turk like bounty system for developing reports.
Description Additional Incident Fields
Whilst you are creating a template and you're adding an additional field, you CAN fill in the description-field of that additional field. But the information that is given in this field, is nowhere to be found. I find this odd and kinda useless. It would be nice to have this information available for the end-user. Whilst one makes a request, and he/she rolls-over the field name, it would be great that the description pops up in a tool-tip? Could this feature be added?
Business Rules suggestion # 2
Currently, you can set up a business rule based upon the service category. There are cases where you might want most of the services under a particular service category being directed to the Service Desk with the remainder being automatically directed elsewhere. For example, your organisation might require all requests to have an account enabled referred to the Information Systems Security Officer for approval. Under the User Management service category you create a form called Enable Account.
service catalog templates not assigned to group
hi , i face illogical problem that is service catalog templates not assigned to group when the requester is " technician " but it assigned correctly when the requester is normal user not technician . what i can do , please ?
Resolution Templates
Currently, resolution templates appear to be visible to every technican. Suggest that you provide the facility to associate resolution templates with technician groups so that techs only see those resolutions relevant to their group. You could also allow the filtering to related subjects. For example, all printer resolutions or all server resolutions and so on
Make Announcements visible at all times
Currently, announcements are only displayed on the users Home page. Since SDP will open onto tabs such as the Service Catalog or Requests page, important announcements might be missed by users who normally have some tab other than the Home tab displayed on start up. I suggest that announcements should be made available on all tab for all users
Auto Populating Field Possible Values
Hi, Many of the incident fields in our Service Desk require manual updating on a weekly, often daily basis due to the way things work in our environment. This manual update is time consuming and often prone to us making mistakes. Is it possible through the web API or other means, for me to write a web tool / script to automatically populate the list of possible fields without having to Manually Choose "Add item" perhaps 30 times. Even if we could have an option to "Add ItemS" and we could paste in
create a related incident from incident
with multipart requests and level 1 to level 2 support tickets it would be helpful to have a 'create incident' button that was similar in function to the 'create change' button now on the incident form. a key difference would be the closure rules, as it would not be acceptable that the closure of the sub ticket closes the parent (in the way that a change created from an incident closes the incident that created it, or so I think it works) The business case is that first level support owns the customer,
Make Announcements "sticky"
When an announcment is published, the latest always displays at the top. There are many occasions where you might want an important announcement to remain at the top of the list until removed. For example, you might want to announce an upcoming outage. When first published, that announcement will display at the top of the list. Subsequent, but less important, announcements will push it down and possibly out of sight. I suggest giving the admins the ability to make the announcement "sticky" so
Import groups from AD (active directory) into SDP
We use the groups in AD for security purposes, we and many others i can imagine. Now, the maintenance of the AD itself is already a big job if you want this done correctly. My question is, can these groups be imported into the "groups" of SDP? Because if i have to manually re-create and maintain these groups as well, than that will be a full-time job. We want to use these groups to target specific users with Announcements and to hide/show specific requests. Can this be done? Or can this be implemented?
Software License and Contracts
Please allow multiple Contact names and address for the same Vendor. Running version 7.6.0 build 7604 LG
Scanned Software > Ability to sort by Purchased, Installed, & Max Used
Would you consider letting us sort by Purchased, Installed, & Max Used in the Scanned Software?
Request categories displayed in collor
So i was wondering if it would be possible to assign a color to a category. I would like to compare it with the categories in outlook. This would be useful to us, we get lots of call's on a day, so the list is long. I know you can use the filters but with colors we would have a more "viewable" display. It would be easier to differentiate and recognize certain problems. Any chance of adding this little tool?
Merge function
Hi all, I was read in the admin manual : " When two or more requests are related to each other and are from the same requester, and can be handled by the same technician, you can merge these requests as one and assign a single technician for that request ." so, it's necessary from same requester ? when i apply this rule , it is appear popup window : " service requests cannot be merged " , how i can solve that , please ??
Different Daily Operational Hours
We would like to be able to do a custom schedule per Site where the operational hours per day may vary. Currently we can only set the same operational hours per day. Our scenario is we have clients who have operational hours from 9:00 A.M. to 6:00 P.M. from Monday to Friday and 9:00 A.M. to 12:00 P.M. for Saturdays. In the current SDP capability we can either set the Saturday as non-operational or the Saturday as from 9:00 A.M. - 6:00 P.M. as well. In both options, it does not favor the end-users
Description of templates visable for the requesters ??
So when i create a new incident-template, i can choose a name and in comments i can write a description. This description is visible when the user logs on, he/she sees the "Common incidents" and its description. However, if i click the "Quick action" - "New incident" and choose my template, there is no description to be found. Now it would be preferable to have the description in some sort of tool-tip. So that when the user moves over the template-name, a description is shown. An other possibility
Shortcut to entering time spent (work log) to call
Is there a way, or if not can the functionality be added, so that from the list of open or pending calls you can click an icon in this list next to a call and it will pop up the 'add work log' dialogue box so that time spent and a brief description could be more easily added as you work on calls. Some of the calls we have are open for some time and a large dialogue builds up in them. To add time to the work log you have to click on the call, scroll past all of the dialogue in the call and then click
Parent - child Dependency in Connection Relationship
Being able to define an asset is connected to another asset in SDP is useful when you try to establish the impact of an incident or a change to other assets. However, in the current feature of defining connections, it is hard to establish how assets are connected in a perspective of dependency For example, we have desktops which is connected to Edge Switch 1. We can define the assets Desktop1, Desktop 2, etc... connected to Switch 1. Switch 1 is connected to Distribution Switch 2. If we look at the
Graphical product catalog
Product list is ServiceDesk Plus currently is just a list of product names in the product list. It will be useful of instead of a long list of products, we can have a catalog including images of the product to easily identify that product within that long list. A facility to upload an image of the product would be better to browse than search for a product in the long list
How to: "order this PO - send email notification to vendor" does nothing
Sorry, here i am again. As i said before, i'm extensively testing this tool to see what's possible and what not :) So i"ve noticed that you can only make a purchase order not an enquiry. During the test i dealt with it by setting the productsprice to zero. The vendor than supposedly sends back his offer, i edit the prices and than send the actual order.This is not very user-friendly but ok it works. What does not seem to work is the following: Suppose that i've created my PO and had my vendor selected
Relabelling default form fields
Hello It would be useful for admins to be able to relabel the default fields provided for forms. For example, a service we carry out is to copy files between 2 networks since the users do not have the permissions to do so themselves. When they request the servcie they arer required to list all of the files they want copying. It would be useful to be able to relabel (e.g) the Description field from "Description" to something more descriptive of our intent, (e.g.) "File List".
Mandatory resources
When creating a new service catalog form it would be useful to be able to add resources and optionally make the completion of those resources mandatory for the requestor. We have had quite few instances where the requestor has missed out on checking the rersources section of the form so we receive an incomplete form.
'Last Updated' column in request views
I just noticed that ServiceDesk has no such, "Last Updated" column in the requests view, as ServiceCenter does. This is a required column so we can see (and sort) by when a request was last updated.
Contracts and Purchase orders
Hi, is it possible to have visibility of contracts and purchase orders based on technician site or technician groups? We don't want as `come and go` jr. technicians having access to all contract details. Thank you
Default site
Hi, when receiving a request by email (over 75% of the req are made by email, by the way), no matter what settings are made, a specific site is completed automatically. That is not 'not associated to any site', but a specific site. Which is not even the first one ever introduced or the first in alphabetical order. No matter what is setup in 'requester' as 'site' No matter what is setup in 'default template' This is very annoing, as that site is a very small one and there 99% of requests are
Hide requests for users and only visible for admins or certain users?
Is this possible?
Allow editing of contents of Pick Lists
Currently if you create an additional field (eg for an Incident template) you cannot edit the contents of the pick list. You can only delete and re-enter. It would be useful to allow an admin to select an item in a Pick List and allow it to be modified, for example to correct a spelling mistake.
Automatically add time spent to a ticket when set to resolved
At present a technician has to manually record the time expended on a ticket even though there is a timer running. This can lead to incorrect time being reported since a technician has the ability to record more or less time than actually expended. It also relies upon the technician remembering to keep an accurate record or to make an accurate assessment of time expended. So, IMO, when a ticket is set to Resolved, the time as measured by the timer should be entered into the techncian's work log.
Clearing Asset Discovery history
The Asset Discovery feature is extremely useful. However, if you are asked to perform an asset audit ad hoc, there is no way to clear the discovery history (although this feature is available for scheduled discovery tasks). If asset discovery is being performed over an entire domain, the history for that domain should be cleared before discovery. If asset discovery os for a single machine, the record for that machine should be cleared before discovery.
Sort work log
We would like the work log to be sorted by 'Executed Time'. Currently, it seems to list the work logs in the order that they were created. Please and thank you.
manual "response" to requests
Currently the only way to respond to a ticket to meet SLA is to send an email. We need to be able to respond by either adding a note or clicking another manual button for example as not all our customers have email addresses registered and 90% of our calls come via the phone and our response could be a return phone call or remote access. Currently we are unable to report on response SLA due to this limitation. It would be ideall if something could be implemented to address this in the very near future...
Do not sort Urgency list alphabetically
Currently the Urgency list is sorted alphabetically - High, Low, Medium and Urgent. This is not logical since you would normally list them as: Urgent, High, Medium, Low I have had technicians and users saying they find the current set up confusing and difficult to follow because of the alphabetic ordering. I suggest that you remove the alphabetic sorting.
Choosing technician off a template does not save the technician after 8.10 upgrade
Hello, After upgrading to 8.10 we noticed that when we choose a technicians name from a template then save the ticket, it does not save the technicians name. The technician has to then go into the saved ticket, drop down the technician field and choose their name again. This was an issue that only appeared after upgrading to 8.10. This does not happen for the administrator account. Any suggestions on where to start with this?
Forward Schedule of Change
while change completion dates show up on the scheduler if one views the assigned technician, it would be helpful to have a view of changes from start date to completion date, all in one view, by team, or by technician assigned. Changes would be represented by a bar extending from start to end date. If multiple changes were assigned to a technician this would be apparent from viewing the by technician view. If one adds change resourcing with a percentage utilization system field to change mgt one
View Request by Last updated time-stamp
Are there plans to add the option to view request in the order of the last time updated(last note, e-mail sent/relay...etc) It would be helpful for myself and others to be able to sort the request for all my techs by the time tickets had any last update. I've seen other request for this feature (http://forums.manageengine.com/#topic/49000002673411) and it was one of the reasons we went with Service Desk Pro as our helpdesk solution. Is this still on the radar(soon) or has it been scratched? Thank
Busines rules: Routing mail ticket to SITE
Hi, i have set up various mail address aliases for different sites. Something like "support.site1@domain.com" or "site.site2@domain.com". All aliases point to the same mailbox which is the one SDP fetch from. That is working fine. Now i'd like to route those mail ticket to the right site tecnicians, but i don't know how to do it. In the business rules the only way i can intercept these mails is in the "Default Settings" site. Unfortunately as i interecept them I don't have a "Assign to Site" action
Purchasing Module Notification Rule - Addition
We are using the Purchasing module for all orders in our IT department. We would like to see the ability to add an automatic notification rule when an order/item is either received or partially received. This way our purchasing department could automatically be made aware of the receipt of an ordered item. Thanks!
link description to dropdown
So i've got a question: Lets say i have the category : hardware hardware has its subcategories: printers,servers,screens,desktops,laptops and so on. Now lets say i select Hardware with subcat: desktop i want to to have following text in the description box: serial-number: pc-name: brand: if i select an other subcategory i want it to automatically adjust the text in the description. Now is there an other functionality that does the same? Or can i create a plug-in to do this?
Creation of Techncians and non-login technciians
Can we have a list under technicians tab in such a way that it should show us technicians and non-login technicians seperately. Due mixture of both of them it is difficult to view who are technicians and who are non-login technicians. I have came to know that multi-level aprrover is in future release, so that multi-level should be in such a way that higher level approvers should come to know who were the previous approvers with there comments.
Linking of requests
I love the new feature of linking requests, but think it could be slightly better. While in a ticket you can of course link tickets to the ticket thus making it the master ticket. But linking tickets to the 'master' ticket isn't as easy. My idea is this.... perhaps have a menu item to 'link ticket to master' and this will bring up all master tickets that have tickets linked to it so it is a quick step to link tickets. Another idea to build upon this would be perhaps to have the option to either
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