Value "Reply Text" to include in the notification template "Notify technician when there is a new reply from the requester"
In the Notification Template "Alert(or Notify) technician by e-mail when there is a new reply from the requester." I would love to have a value for the reply-text. This would add much value to the notification, as you know directly what the requester responded. Regards, Oliver
notification to a group when closing a request
Hello We would like to send notification messages to all group members, when a request - assigned to this group - is closed. Thanks in advance for your help Best regards, Marc
Show PM tasks on Scheduler
Is it possible to show PM tasks on the scheduler?
Form Design
Hi, I’m designing service catalogue forms. We have all decided and we know exactly the “Category” and “Subcategory” for all Service Request. But we just want that clients to see/edit “Items” field. This is impossible to accomplish since I can’t put just the “Item” field available to see/edit for all my clients. Can you please help me with this. Best regards, Henrique Alves.
Search option for requesters
Hello, Some of our users (not technicians) who created a lot of requests complain about of absence the Search function (which technicians have) in order to search through all requests (including body of requests) using keywords. Could you please add this option for requesters? My Regards, Vladyslav
Scheduling PM tasks
Is there anyway you could include the ability to schedule by particular _days_ of a month, as well as by date? It would be good for us if we could have (for example) the third Friday of the month.
attach documents to a request via 'Actions --> add attachement' menu instead of having to edit the request
Hi I would really appreciate having a new menu item 'add attachment' under the Actions menu in the request view, in order to add attachments to a request. Today, you have to go to edit mode and then add an attachment. IMHO, adding an attachment is not like editing a call; so every technician should be able to do so. To edit a call, you have to have the correct rights. Not all our technicians have the request edit rights in my configuration. Thanks. Best regards, Marc
Customize fields that appear for all users in “Request” module
Hi, I need customize requests fields that users are able to see in request module. The point is, I don’t want my clients to see the Technician that picked up one request. So I didn’t add Technician field on my Service Catalogue. BUT clients, by default, have “Assign To” field show in “Request” module. The “Assigned To” field will always appear with “Not-Auth” and so it’s no interest to my clients to see this by default. best regards, Henrique alves.
Ability for Users to close their own requests
It would be at times beneficial to allow the end users to close their own requests. We have occaisions where users raise a request and then manage to solve their own problem by looking up solutions or trying something different. It would be good if the user could select an option to close their request and be prompted to add a note or resolution as to why they want it closed. What usually happens at the moment is we have users adding a second request asking to close the first request which just adds
Time / Project Management Reporting
I think that ServiceDesk has the capability of being an extremely useful tool to allow engineers to manager their time and minor project management tasks. I have created a request type of 'Project Task'. I then add 'tasks' to this request. By doing this I can better manage my time, and handle minor project tasks. The thing that is lacking is the ability to report on the tasks that have been created within requests. Or at least I can not find a report. If can do this I can manage the progress
Change Aproval issue.
My problem is that when a techinican make a change in request and add a CAB member to grant approval from approval authorities, then approval authority recommand or reject the change , will be update in Approval status, but the issue is that next time the approval authority again open that approval email and make the approval reject it will again update the status as rejected , so i think it should be locked when first time approval granted. kindly advice me if the solution exists or it come in next
Create Service Request from Incident
We have intake of requests from email to our helpdesk@ email account that the system turns into Incidents. In many cases these requests are not incidents at all. It would be helpful to be able to 'convert' them to service requests, or given the separation of these two systems, at least create a Service Request from an incident with a linkage created, similar to incidents and change requests. field label matching import of data to the Service Request from the Incident would be a bonus. Though
Problem in Upgrading SD version
Hi Currently i am using version 7503 and i follow the upgrade procedure to upgrade SD service pack to achive 8007 and successfully i upgrading to the version. Following issues i am facing : 1) Reply to requestor not shown in conversation and thus the icon is invisible not green and email are not sending to requestor. i have checked all my settings, email server, antiviurs all working fine also check by disabling it. but the problem is same. 2) after upgradtion i take a full backup then if i restore
AssetExplorerClient
Would like to have option for the AssetExplorer client to immeditely report and update the currently bound IP address to SDP's inventory. Problem to solve: When a laptop not connected to our internal network comes up it gets a private IP address of whatever network it is on. As soon as the laptop makes a VPN connection it binds to and receives an internal IP address. The problem is that the AssetExplorer Client reports to SDP's inventory the external IP address which is meaningless to our IT department
Information-bubbles for Requester in Request Templates
I would love to see a feature, that let's you add a kind of "Info Bubble" (Help text) for any field in every Request Template. This would help to improve the quality of information provided in the webform by Requesters. Something similiar to this:
Regarding Technicians and Templates
Hi, 1. When we re-assign any ticket to another technician, can we get a report of how much time did both the technicians spend on the same ticket. eg: Suppose Tech A worked for 1 hour on some ticket and then it was reassigned to Tech B who worked for 2 hours, so can i generate a report which shows me the time spent by both the technicians on the same ticket. 2. Can we increase the size and fit the complete the template name under one line instead of multiple lines. Please find the
Ability to follow a particular request?
Was the feature "Ability to follow a particular request." ever implementet, or was it cancled ? The point of it, was that sometimes it could be useful to be notifed when a request is updated, if if I am not the technican nor requester!
Sites
It's possible to associate a site to a user? regards, Henrique Alves.
Automatic Submit to approval
Hi all, i want submit to approval my request automatic when i create. What operation i can to use for this? I'm using a post method from html content. There is a possibility of use the same thing? Att, Bruno Soares
Missing functionality in changemanagement
We know that there is a new changemanagement comming, but we had a visit from bussiness auditors and they had some remarks on our chagemanagement inside SD+ : so please can you consider these advises and integrate it in the upcomming module : No filters as in incidents History of approvals Types of approvals (eg approval for acceptance of the change, approval for release) Conversations linked to change as in incidents When sending a notification, the reply on this mails is merged with the incident
IT Supervisor can not see updates in requests assigned to his crew
Is there any way for IT supervisor to see changes in requests assigned to his technicians? I mean technician himself is able to see that when request become bold that something happen with it. But IT manager (IT Supervisor) also want to see changes or updates in assigned to his technnicians requests.
Set authorisation limits on Purchases
Hello, Would it be possible to be able to set technicians up with Purchase order authorisation limits. For example, Approver A has a limit of up to £500, Approver B has a limit of up to £1000, Approver C can approve unlimited amount. We would like to migrate our current PO system to the SD+ but the lack of this feature is preventing us from doing this.
Purchase order - drafts implementation
Hi, Right now in SDP if you start the PO and then navigate to another tab or link in SDP, the PO changes are not saved anywhere making user re-enter the same PO numerous times. I would like to suggest implementing drafts approach in the similar way it works in MS Outlook: 1. Then trying to navigate away from the newly opened PO, the dialog will appear asking if user wishes to save the incomplete PO to drafts (folder?) or discard the changes. If yes, the order will be saved into drafts place with
SLA to Location - bad Idea...
Hi, In my humble opinion, idea to connect Location to SLA is not so good... Please find below my case: What if we have more than one team in one location, and first team is working 8-16 mon-fr and second 24/7? The only way now is to create 2 locations and assign them different SLA... however... if we need to reassign incidents/problems we need to do a lot more than if they were in one location... moreover we are unable reassign task from one team to other if they are in different locations, or assign
Templates for Problems
Hi all, it would be absolutly great if there would be a possibility to you the request templates also for problems. That would help a lot because the interface would look similar and you can sort you fields in the same way as you can in the requests/incidents. For our technicans it would make all clearly arrange for them. And I don't think it would be that much work to integrate it because this feature is also useable for requests and changes. Kind Regards Thomas
View request of service catalog in request problem..
Hi I have a problem with the request of service catalog ; Not are views in Request Problem and request of Change but: when i use a request default , is viewed in Request Problem and request of Change view request of request problem view the problem with default requests requests of service catalog not have options of new problem and new change Options in the default requests
SDP - Change of button caption
Is it possible to change the caption for the "New Incidents" & "Edit Request" button? if possible, can anyone give the steps?
Highlight Mandatory Fields on Request Details
When opening a work order, it would be great if fields that are mandatory for closing could be highlighted if missing. The warning that you attempted to close a work order without a mandatory field completed comes up too late and poorly placed in the process, that most techs fail to realize that they haven't closed their request. Thanks, Michael
Drill down reports
Hi SD+ Develops, its been a long time since i used to work with SD+, now I'm back to use it again and i can see a lot of changes and great developments since version 5 and 6. I was wondering whether reports can be drilled down. I want a report to find all workstations with any versions of Microsoft Office. Then i want to drill down to different versions. Then i want to drill down to where these versions are installed. Please can somebody reply to me about this?
Add resolution information to "View Requests by Requester" ?
When working on a request and selecting Actions | View Requests by Requester, the listing of requests displays. After selecting a prior request, the request details display with notes, but not the resolution. Is there a way to add the resolution to these details? Currently the description displays, but nothing else.
Adding the ability to email assigned users of assets that belong to an asset group
I love having the ability to email all users of a software...a feature that's available in the menu options for a software. I'd like to request the addition of the ability to email all the assigned users of machines in an asset group. For instance, I have a group of all of my Windows 7 laptops. Each laptop has a user assigned. I would like to be able to select the group and email all of the assigned users in order to let them know about patch issues or any other info as needed.
Add new assets to inventory upon Purchase Order completion (PO status - Received)
Hi, Right now in SDP when creating and finalizing a purchase order, the items of that order are not being added to the SDP inventory. Any ERP software would have this feature built in, so it would make sense if we had the same in SDP.
Task Templates for Service Catalog
Hi, I was wondering, why Task Templates configured within SDP are only available for incidents / changes and not available in Service Catalog? Wouldn't that be more convenient to have them? Thank you!
Resources for Incident Templates
Hi, I've discovered that incident templates have no resource feature as in service catalog service templates. Is it possible to add this feature? Thanks!
Import Workstation Info from CSV with location field problem
Hi, My company has several sites and a large number of the users have assets in several sites. I need to keep track of the locations of these assets as well as who uses these assets. e.g. user 1 has a Workstation in Office A, Site 1 and Office A, Site 2 Since it is not possible for SD+ to have the user and assets in a different site, we have tried to use the location field. I imported all of our workstations info from a CSV file and it seemed to work OK Unfortunately, when we set an asset to in
Granular admin access
Hello, It would be really useful if we could assign technicians specific admin rights rather than giving them every thing. For example, it would be ideal if technicians could have the ability to add sub-categories and items without having access to the rest of the admin page.
Set Permissions for Problems and Changes
Hello, Please could we have the ability to set group permissions for problems and changes in the same way we can for requests? Our users should not be able to see all of the changes and problems - only those that apply to their group. Thanks
Enable integration to SharePoint as a (Web Part)
I don't know about you but my users are lazy. They never sign into the ServiceDesk portal to check the status of thier requests. I have all users' default home page going to our organizations SharePoint site.. if the users request counts were displayed there, they just might click on the link to login to ServiceDesk and check status..
Setting income mail with google apps
I am evaluating Servicesdesk Plus for MSP and i use in my company Google apps form Email, how can i configure income mail with the requirements that google request when we configure the client??.... Servicesdeskplus doesn't have the SSL option when authenticate via POP anybody can help me???
Network Scan don't Work on Snow Leopard (OSX 10.6)
Hi, we have a probleme to scan MAC OSX 10.6 in Network Scan Scans works with computer in 10.5.8 and olds version but With 10.6 Scan Failed Do you have a solution. Thanks. David
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