how to add Contract info to an asset record.
After an asset is scanned initially, I'd like to go in and add extended contract information to the record and don't see how I can edit or add additional information at that point.
Asset still shows as being assigned to user
Hi, After changing an item to be back in stock, it still shows it as being assigned to a user although it's status has changed to be in stock. This never used to happen and is now causing confusion Regards Neil
History of Tasks within Requests
I have templates for new hires and terminated employees that have 4 tasks associated with them. I cannot track the history of the tasks. I can only view the status of the tasks and notes, but I can't tell if someone else closed the task other than the assigned technician or added notes, etc.
Conversation history in PO Module
We would like to have the ability to view conversation history within the PO Module to show the notifications for approvals and email messages sent as an audit trail and for problem resolution. We also need the ability to search by approver to see all POs awaiting approval by a approver. We also would like the same filtering options as in the requests module and to save the filter as each purchasing agent wants to see only the POs that they manage. Thank you.
Purchase Order Module - Fractional Quantities
Would like to be able to enter fractional quantities as we use our existing PO system for vendor labor which is generally billed in quarter hour increments. It would also be nice if there was an additional Labor type available under the Product Type definition screen.
GL Codes
Hi, The Purchase Order processing element within servicedesk looks like it could fulfill our requirements for same with exception to the GL codes! We have entered the GL codes and descriptions - the issue is - only the code is selectable from the drop down list box - the descriptions are not shown. Both fields need to be shown for this to be usable. Any chance of a fix or fudge please? Andy
Multiple E-mail Accounts
We have a large number of users who have multiple E-mail accounts and as such don't always send in a request using the same E-mail Address. Because of this, we end up with several different users for a single person. This means that they are unable to log in with 1 account to see all of their related tickets. Would it be possible to enable multiple E-mail Addresses for a single account? This way, regardless of which account they send their mail from, it would be logged under the same user. Many thanks,
Attaching multiple files
SDP should have the capabilty to attach multiple files in a go.
Increase number of "Request - Additional Fields"
Hi, Can the number of Text Additional Fields be increased from the current limit of 24. We have already used the maximum available to create our custom request templates. Also it would be useful if there was more customisable options available with the request template to create headers and group fields together - similar to the requester details.
Send CAB notification to specific members
Currently when the "Send for Recommendation" button is clicked in a change, an email is created with all of the CAB members pre-populated. However, if you add a new CAB member after this initial notification is sent, there is no way to send a notification to that one person - everyone has to be notified a second time. It would be nice to have checkboxes next to the CAB members (checked by default) to indicate who to send the message to, or some similar feature so that the recipient list can be customized.
Assign a Problem to a Group rather than technician
Any chance the Problem module can get a small change to match request module, that of being able to assign the work to a group and/or technician rather than just a technician. Suppose same goes for a Change as well, but my immediate issue is with problem management and allowing queue of work to be built up from some legacy issues that are have been migrated in as Incidents but are really Problems and want to get them out of the daily work queues and into the Problem queue for investigation and resolution.
When can we track consumables?
I'd like to be able to track printer consumables (toner and ink). Is this possible with version 7.5?
enable and disable templates
Hi team, Some of the templates we use we only use those from time to time. For example we have a template which we use for employees to sign up for various type of activities we organize for employees. It would be great if this template could be hidden for users when not in use and pulled out from the template library when needed. When creating a template it would be great if possible to categorize them and tag them and perhaps like in announcement to write valid dates for the template before placed
Adding Multiple Products Under One Contract. & Pushing POs To The Contracts Tab
As we have begun adding Contracts and Purchase Orders we have encountered a few issues. One would be that many of our Contracts refer to liscenses that cover multiple pieces of software, which in turn is difficult to add them as one contract in the current SDP system. Could this be made simpler. We also considered using the PO tab to add these existing contracts as POs to simplify things because of the "add new product" feature. Upon doing this I found as opposed to our old system, you cannot move
Test environment set up and maintinece
Please provide a stratgy to maintian a test environment that is versions ahead of the Prod with prod data. We would ultimatly like to devise a method to replicate data to the test but as restore can only occur between servers at the same version, I can only see building a an environment for this purpose. Again do you have a better option?
Purchase Order Show GL and Cost Center Descriptions
When creating a purchase order, it would be beneficial to see not just the codes for the GL and CC, but the descriptions as well. This is shown in the attachment.
Import vendors
We would like the ability to import vendors from a CSV.
Use LANDesk Asset / Software inventory with SDP
Have the ability to use LANDesk Management Suite DB for software inventory and asset tracking.
%User% Parameter for Custom Views
Can you please enable a %User% type parameter for views and filters that will utilize the currently logged in user. This would be very useful, and it is already being done by the "My open requests", "My pending requests" type views so it shouldn't be hard to do. This would allow a filter such as Requester ID = %User% Joe logs in and the filter/view runs as Requester ID = "Joe" Bob logs in and the filter/view runs as Requester ID = "Bob"
Using SMS massages to open Tickets on Service Desk
Hello, I have the 7.6.0 build 7602 release of Service Desk Plus, and I would like to know how can I do to make the customers to open tickets using SMS massaging? And what do I need to do to configure it? Also, how can I setup the Service Desk to make the technicians receive SMS notifications? I appreciate every help you can give me!!! Regards, David!
Automatically assign tasks attached to a request to the technician.
Is it possible to automatically assign the tasks attached to a request by the task template to be automatically assigned to the technician who picks up or is assigned the request? There's another thread in the forums asking for a "checklist" of jobs - this is a great idea, especially in things like new user creation to simplify things for the technician. If you create a new user, a checklist for things like; Create AD account Check address info is correct Set up desk phone Setup voicemail Get mobile
Email: the ability to bcc and send to a third party
Can we have the option to bcc (in a message/reply) and also an option to send an email to a third party from the request. On occasions we need to bring people such as the ISP or a cabling company into the request and that would be useful. At the moment we hit the reply button and change the email address. Thanks
Notify Group
We have several groups of technicians. Some have only 1 person in them, some have 5. We have business rules setup so a ticket will get assigned to a group, and an email will be sent to that group. If a user goes into a ticket that is assigned to a group, but has not been assigned to a technician yet and does a "reply" the email gets added to the ticket, but no email goes out. The only Notification rule is "Alert(or Notify) Technician by Email when there is a new reply from the requester", but
Tasks acording to request selection fields
Hi, Let's take as an example a new employe request. The requester should fill in what the new guy needs. So, I can add fields in the template for it. Example: Email account; New Laptop; Active dir user; Application 1, Application 2; Application 3; And I can add tasks for this "sub requests": Email Account creation, active dir, etc.. If the requester only selects Aplication 1, I need to "enable" ONLY the coresponding task. If the requester selects all aplications, I need to enable all corresponding
Custom Views in Service Desk or only certain columns viewable
I am trying to make a kiosk machine that will display the "load" of the help desk here at my company. Is there a way to hide certain columns within Service Desk? I only need the following columns viewable: Ticket ID, Assigned To, Priority, and maybe Requester Name. This information will be displayed on a large monitor, viewable to our general employees. Or is there a better way to show the work load of the help desk using Service Desk? Thank you!
Login Screen recommendation
Currently the login screen resembles the MS Windows login dialog box in format, but not in function. If you have multiple domains, you need to select the OPTION button to choose which domain the username and password will be authenticated to. In MS Windows you have the option to enter the domain in this manner as well as using the following methods: In the username field: domainuame In the username field: username@domain.com These two method don't work in ServiceDesk Plus. I would suggest enabling
scheduled preventive maintenance by asset?
I work for a wood products manufacturer and due to the endless flow of dust in the facility the systems need to be blown out quite regularly. We currently have 92 systems in the plant, and what I would love to be able to do is have asset workstations schedule for preventive maintenance and updates revolving every 15-30 days depending on location in the plant. Basically what I am looking for is the pm to be attached to the asset itself, and be able to pull up the asset on view and see
How to reset reset default admin password?
Hi all, Is there a way to reset default passworld for Service desk plus administartor account?
More than 1 email address per requester
Each requester should have the option of having more than one email address per account. For example we have one user who has 3 different email addresses, depending on which office they are working from. At the moment they have to have three different accounts, and as a result can not see all of their incidents under one account, and have to log into each account in turn.
Technician view own requests that they submit
There is a huge problem with tracking requests that are submitted by technicians. I have seen several posts about this but no resolution. Joe is a technician Joe submits a request which is assigned to a different group/department Joe can no longer track or see the request he submitted The answer I was given was to all Joe to view ALL requests or requests in different departments. This violates several business rules and is not satisfactory. The program is already doing "My open requests",
Add Available Columns to Admin/Asset Management - Product Screen
It would be useful to be able to view "Type" and "Category" (As are available on the "Asset Management - Product Type" screen - see illustration) when viewing and sorting "Products".
Worklog improvements
Just an idea for the worklog function... Would it be possible to have a button that starts a worklog and a timer on it? The technician clicks "I'm working on this" (or whatever) and the timer starts, (the job changes status to "In Progress"?) and a new worklog is created with the start time. On finishing, the technician clicks "I've finished" and gets asked for what work they did. The worklog is then finalised, with the start time, the elapsed time and the finished time.
Template Permissions
I would like to see the ability set permissions around request templates, and allow requestors to select a template when making a request.
Is there any way of removing default fields from the Requester template without removing them from the Technician's?
If I add certain fields to the Technician side of a template, I cannot remove them from the Requester template. Specifically, it's the Priority field - I don't want requesters changing the priority, they'll just mark everything as URGENT/CRITICAL/DO IT NOW!!! even if it's really trivial. :)
How i can assign roles to requesters?
How to make so that the Requesters could generate reports, like the Technicians?
More control over email spam rules
On the email settings - spam tab. I would like to create rules such as: To contains abc@abc.com or abc1@abc.com OR CC contains abc@abc.com or abc1@abc.com AND Subject contains "don't create a new ticket" Currently I don't see that you can have seperate OR parameters and AND parameters. It's one or the other all ORs or all ANDs but that doesn't give you very much control. This would help us avoid tickets being created when they shouldn't be. Thanks darrenw80
Omitting custom fields from the Bulk Edit Requests box.
When changing the details of multiple requests, you also get all the custom fields that are set up for requests. This is the page - BulkEditRequest.do Is it possible to mark custom fields so they are not included in this screen? (In database terms it should be pretty easy - add a field to the Custom Field to omit this field from display, and a change to the Multiple Changes page query for which fields it displays, but what do I know? :) ) We plan on using templates with lots of custom fields (lots
Selfmade notification rules
There should be a possibility to create you whole own notification rules. For example you have 10 diffrent groups that all should get diffrent Emails for diffrent Requests and Problems. So group A ist just doing Router stuff, group B just VoIP stuff and so on. Well with the actual possibility of the notification rule system it is not possible to do so. Sorry if my English isn't the best att all, but I hope you do understand what I mean. Best Regards Thomas
Queue System implementation
There should be a queue system in Servicedesk Plus and Service Desk Plus MSP. For exmaple you have 5 or more diffrent departments in you company and each department works on diffrent Problems or requests etc, then it would be very usefull, that you have tohe possiblity to send the ticket in the queue of the diffrent departments. If you see it this way: Department A works just on Routers, Department B works just with VoIP and so an, then those departments should not be albe to see, what is going on
Link to Merged request should point to the new request ID
When a request is created, an email is sent to the person creating the request. e.g. http://helpdesk/WorkOrder.do?woMode=viewWO&woID=1000 A second request is later created with a link of: http://helpdesk/WorkOrder.do?woMode=viewWO&woID=1500 These two requests are merged. Both these links above should link to the Merged request (ID 1000) However, the second link does not work as the request no longer exists. My request is that the software allows both these links to open the merged job.
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