settings specific to sites
As well as business rules and SLAs It would be great if we can also have the ticket closure rules be site specific. Currently the closure rules apply to all sites and we have very different needs among our sites. Currently testing version 8 with latest build Wayne
Interested party field and attaching invoice PDFs
Two features... 1. An "interested party" field for POs - the approver, the technician, the signing authority and the person in the Finance department who actually pays the bill are all separate people. It would be nice if they could get notifications. 2. The ability to attach documents to Invoice entries. We get a lot of invoices in PDF, and it would be nice to be able to attach them to the PO.
i would like to remove the advent logo
i would like to remove the advent logo and all html links to there website from the home page and have a completely blank page with just my logo and the login info. Is there away to remove the excess images? i would like to have this solution be customized to the company and not to advent. any suggesitons
Restrict approval view to open tickets
We recently migrated to SDP 8, and there are MANY approval requests in the home view for requests and changes that are closed. I suggest that this view should only show outstanding approvals for OPEN requests and changes.
Changes - Custom Notification Templates
The notification function of the Change service within SDPlus, in my mind, requires some additional enhancement. One request in particular, is the addition of a "Custom Notification" feature. Change notifications need to be customizable, as many organization have their own workflows. The current Notification Rules section is fine the way it is; however, adding a new section in the "Problem / Change management" section that provides the below functionality is desireable. 1. Allow the add/edit/deletion
Create a Business rules using Groups as a select criteria
I would like to see an additional criteria added to the business rule section of ServiceDesk that allows you to set a business rule based on Groups. Currently there is no way to automatically assign a technician a request based on the group the user has selected when opening a request. For example, if the users opens a request and selects the group "printer /fax /scanner" I want to be able to auto assign this to the technician that is responsible for requests of this nature.
return to request tab after closing ticket
We currently all use the Request tab instead of the home tab to keep track of open tickets. When we put in a resolution, change the status from an open state to a closed state and click save it would be nice to save and return the user to the mail requests tab list with our current view (WOListView.do) instead of the "view request" page. If I've closed the ticket, I don't need to view it again.
Screenshots on initial Ticket request
as discussed in the forums, the ability to attach screenshots is good, however, the simpliest and easiest approach for users to capture an event and submit a ticket is the use of being able to capture a screenshot and email to the SDP mailbox in one step process. Currently, (if notifications are used) once the requester receives a notice that their ticket is opened, the requester has to reply back to this email and paste the screenshot in a 2nd time for it to be logged into the ticket.
SMS notification for high priority requests
Hi there, It seems that SDP can notify Technician for all assigned requests via SMS mail id. We have setup an SMS gateway for this. But i want to filter a condition for SMS notifications. I don't want to notify Technicians by SMS for all assigned requests. I want to do if the request has priority high which can be indicated with the "high" word in both priority and SLA types, then SMS notification could be sent. Please help me on this. SDP version: 8.0.0 Build 8006 Regards, Levent
Technician for Subcategory
At the moment can be assigned Technician to the high-level Category (Admin -> Category) But there can be some Subcategory, which should be assigned to the another Team. Can you please add 'Assign to Technician' feature for subcategories ? Second level of subcategory will be fine.
Adding a feature in Service Catalog
Hi,1. Can we have a feature such that if suppose a requester raises a request through SC and his manager rejects the request then the status of the request should automatically be Rejected and the requester should be able to view Approval tab so that he will come to whether his manager have approved, rejected or still the approval is pending.2. If suppose a manager himself raises a request of whom he himself is an approver then he should not get a page for approving or rejecting his own request instead
And - Or - selection for viewing filters
Hi, we saw that you changed the AND-OR possibilities for the reports. Will this be implemented for the viewing filters aswell? Would be very usefull. Thanks, David
Department Head
Is there any way to sync "Department Head" person from Active Directory ? At the moment Department Head is empty in the Departments. Fill it manually for 100 departments is not ok. Thanks ps. SD 8005.
wrap description in Service Catalog
Can you please turn off wrapping in description for Services in the Service Catalog ? User can't see full description. When user choose any service, he will not see description already (there doesn't exist this field). ps. I mean User mode, when user chose Service Catalog and try to create a new service request. Screenshot is attached. Thanks
Task reporting/combining with Request totals
Hello! We desperately need a way to generate reports in SDP just like the "Requests by Technician" but for tasks. They would need to be editable for date ranges just like all the current default reports. It would be even better if for reporting purposes there was an option to combine task counts and statuses alongside requests. We are having to generate individual tickets for everything beucase we don't have a way to give the technicians "credit" for the tasks they complete because we can't make
No need to go into Database for deletion of linked Sites & Departments
I would appreciate for a future version of ServiceDesk Plus, that there is no need to dive into the Database anymore, if you want to "force-delete" a linked Department and/or Site (error "Hence used by another module"). Alternatively, it would at least improve the management of these information, if it would discover exactly to which objects a Department/Site is still linked...
Editing the Default Asset Templates
As the subject suggests, is it at all possible to edit the Default Template that is created for Assets ? I would like to edit the workstation template rather then adding more and more Additional fields as it's applied to every Asset template (which brings up another point, is it possible to just add Additional fields to select assets ?) If any of this is possible please let me know, or if it's something that could be integrated later on that would be great. Regards, Mark
New Query Report
Hi, I have created a couple of views within the servicedesk database and would like to use them in new query reports. However I want to be able to select a date from the front end and also be able to select different graphs. The main reason for this is we want to have a line graph that shows all open, closed and backlog jobs for a period time and that doesn't seem to be an exisiting report. Please let me know if I haven't explained this probably. Thanks Kris
New Change from Service Request: impossible
I see you can create a new change only starting from an incident, not from a service request. Am I right? A typical IT service is to provide new procedures, applications or configurations of ERP modules, all activities that must pass through the change management workflow. Regards, FB.
New Notification Rule
We would like to see a Notification Rule under "requester Notifications" of "Acknowledge requester by e-mail when the assigned technician is changed." I know we can accomplish this via the "...request is updated." but that sends emails out no matter what the update is and our users complained that they were receiving too many emails.
First workday in the week
Hi I don't find anyway to change the first workday in a week it's being default Monday, but in my country the first workday is Saturday. So I think it's good feature and flexible to add this option in next updates. Regard
Work log description field
Please make the box for the Description field under "add work log" bigger. While it will hold text and scroll, if adding a lot of text you have to do a lot of scrolling to read it. The box for "resolution" is HUGE in comparison.
Reply "from" address changing
Hi All, Running ServiceDesk 7.5 with hotfix 7508 on a Windows Server 2003 R2 SP2 machine, mail is being pulled from an Exchange 2007 server (Running Windows Server 2008 x64). We are using the mailbox helpdesk@domain.com for ServiceDesk to pull emails from. This is working nicely. We used to have an old email address of tech@domain.com for general enquiries and spam from servers. We have setup forwarding on this mailbox from inside Exchange to send a copy to helpdesk@ so that tickets can be created
Detect asset in new requests
Would it be possible for the asset fieild on new requests be filled automailly by detecting the machine the request is being made from? We have a number of users who float around and are not going to be assinged a specific workstation. This could of course could be changed by the user if the request was specific to another asset.
Resolution Template
It would be really nice that if we use a resolution template that SDP will automatically change the status. I'm not sure how others use this, but there has never been a time where we use a Resolution Template where we don't change the incident from an open type status to a closed status. We use "completed" but I'm sure others might use resolved. We don't ever however have it "open", then put in a resolution and let the ticket stay "open".
Date field improvements.
Is there any way the date entry can allow directly editing it, instead of having to use the calendar and the hour/minute dropdowns? It's often slow if all you want to do is change one thing. Also, if allowing text entry is possible for the dates fields, is it possible to allow entering things like "Now", "End of today", "Tomorrow", "In a week", "Next Thursday" and other plain language dates and times and parse them into the correct dates?
Problem with Requester List
Here is the scenario: I have made 2 sites: Help Desk, and Engineering. Both sites need to enter tickets for all the Company employees. Currently all the company requesters are in the "not in any site" site. The Help Desk and Engineering sites cannot view each other's tickets. Here is the problem: If I don't add the 'not in any site' group to the Engineering site, the engineers can only pick themselves as requesters. If I add the 'not in any site' group to the Engineering site, they can see all
Resolution notes recorded by technician
We could really use a an indicator in the resolution screen that indicates there are notes on the main request screen. Currenlty, if one jumps straight to the resolution, they may not see there are notes and either close the request when they really should not as somebody put notes with instructions, or they may not see that something has already been tried in the notes, and they waste their time. I think it would be easy and beneficial to put the Notes link on the resolution page, or move the display
Upgrade field NOTES
One very very big annoyance under all our technicians is the poor "notes" window. Can you please upgrade this field so you can use all layout possibilites like the main descriptionwindow of the requests or solutions. A very good reason is that there is no possibility to add screenshots or pictures for technicians only, because the main description of the request is always viewable for the requester and also the resolution. This would be our top-upgrade priority Best regards, Mark Flothmann
FR: Show approval for solution on my Home Tab
That would be very nice when the approval for solution would be shown on my Home Tab, together in my "approve request" list.
Ticket numbers on a group basis versus a system basis
I was wondering if it would be possible to have the ticket numbers assigned on a per group basis instead of a system wide basis. For example if I had 2 Groups (A & B) each group would have their own unique ticket numbers. Group A would have tickets 1,2,3,4 and group B would have their own tickets 1,2,3,4
FR: Different work time of support teams
Good day, In my company we have 3 groups of users that do support. Each of them has their different work schedule: Team 1 - 8:00 - 23:00 Mon-Sun Team 2 - 9:00 - 18:00 Mon-Fri Team 3 - 9:00 - 18:00 Mon-Fri The SLA time we have on ServiceCatalog Items is based on the work time of whole support team (in my case 8:00-23:00) (I just guess this, dont know this for sure). When new Request arrives after 18:00 teams 2 and 3 are unable to complete it in SLA because they are at home already. It would be great
FR: Show SLA Time in Service Catalog for Requester
I think that would be a great feature if the admins would have an option to show SLA time (from the particular Service) in the form of creating a request. I should be noticable (the size/font/color) for a Requester so he/she would know for sure when the request is going to be completed
FR: Applying ServiceCatalog Templates to Requests
Good day, Our users are used to send their requests by Email so there is no Service Catalog item is assosiated with them. That would be great if technicians can apply Service Catalog templates to the Requests made with Default Template in order to update it: Category, SubCategory, Item, Urgency, Priority, Apply SLA if NONE, already applied, create tasks that are set in ServiceCatalog.
Default Password
Hi! everybody.. Can someone tell what's default password of Servicedesck Plus Regards; ST
Requester - attach file
Hi, it would be very helpful if in the user administration a file (or a link) could be attached. We have files with users confirmation on our data policy which have to be signed by the requester and stored as PDFs. It would be great to directly attach these files to the requesters data. Thanks for your feedback
Term and Conditions for Purchase Order
We have a very long Terms and Conditions document. It's over the character limit for the Terms Field within the Purchase order. Is there a way in the future to either increase the character limit or to allow an attach file option to attach our Terms and Conditions document? Regards, Mike
Multiple item pick lists
I was trying to create a few templates, and it would be very nice to have a multiple line pick list, or perhaps a checkbox function for fields. For example, when a new user is coming on, I'd like them to be able to select the various applications needed: Great Plains, Office, Line of business app, etc. Obviously they wouldn't just pick one here, but rather one or more items off of a list.
Force backup _after_ an upgrade?
It would save some grief if the updater forced a backup of the data after the upgrade as well as before it. Once you've upgraded, any old backups are useless without reinstalling, and it would be good to have at least one working backup immediately.
Customizable SDGuest or new role to associate to requesters
Hello, it could be really good to add a role (if not possible to customize the SDGuest) for the requesters to give them the possibility to reply to requests via web interface and NOT only via email. At the moment the solution doesn't give the possibility to edit the SDGuest role and is also not possible to add a new role and associate it to the requesters. Let us know if this can be done. It's really important to give the possibility to the users to reply to requests via web NOT ONLY as NOTE and
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