New Purchase
In requests there are options to create a New Problem and a New Change. How about also having an option to create a new Purchase Order? Requests quite regularly result in the purchasing of new equipment and linking to the PO to track progress would be great.
Don't flag laptops that fail scans every day! They're just out!
I get a worryingly high number of failed scans showing up every day on the Assets view because the machine is a laptop and is currently out of the office. Is it possible to set workstations so it will only flag them (and add them to the "Workstations Failed During Scan" total) if there has never been a successful scan (as the settings/credentials may be wrong) or if it fails a predefined number of scans after a successful scan? Is there also any way to have a "last successful scan date/time" field
Viewing requests from Change Management
Currently when you are in Service Requests and add/create a new change form the request, you get a link (button) to 'View Change' associated with the original Request. When you are in Change management, it is not as simple to view the associated request. There is no link to 'view request' This would be a nice feature to be able to toggle back and forth from the request to the change and vice-versa. (I know that you can sort of view the request from change management under the incidents tab, but
Move from Professional to Enterprise Version
Hi all, actually we have SDP 7.5 build 7514 Professional edition, we are planning to upgrade to the Enterprise Edition with the same version and build. Is it possible to upgrade without lost data ? If not what is the best way to so that ? Thanks
Change Management Enhancement Request
1. Have the ability to (change or filter) customized views within Change Management 2. To have the ability to not only pull down peoples name but DL list for Send Notifications from within the Change Request. LG
Create a workstation summary report filter and group by a particular software vendor or type
I tried to create a workstation summary report filter and group by a particular software vendor or type. The closet report that I can generate is using the the software information sub report under the software summary report to filter by the software name. However, I don't like the default report format provided by this report. The workstation is listed on the top. If I export the data to a csv file, I need to reformat the data so I can get the workstation information listed side by side with
Add additional print options for Print Customizer
The Print Customizer under Actions, Print Preview is a nice feature but I'd like to also see an Approval Status check box to be able to capture who it was that approved the request along with time and date stamp. I use the Print feature often to submit proof of process followed during Sarbanes Oxley audits and to managers when they inquire about who approved a request. Is it possible to add an Approval Status check box and include the Approver, time and date stamp and any comments from the approver
CC issues
I am working with the last version of the servicedeskplus and I have the following issues: 1) how can I have a cc field pre-filled in a new request? 2) how can the cc field inserted in the 'notifying technician' message template? Thanks
Link to multiple email addresses
We would like to be able to link to multiple email addresses and just assign the emails to a site or group based on the email address. This would be a nice feature if as in our situation we have multiple email addresses that have been setup for years for different issues but we want to manage everything in the tool. We want to track everything in one tool without confusing the users based on the email address responses come from.
Category Configuration Wizard
When modifying the categories and sub categories within the configuration wizard when you select "Tree View" it would be nice either to be able to resize it so we could print it off to look at it offline or if you could have a "Print Tree View" selection so it would make it easier to organize all of our categories and sub categories. Thanks, Joe Duea
Worklog option specific for equipment/hardware
When adding a work log within a ticket is there an option for parts and/or equipment? Currently it is geared towards labor cost and contains fields for time.
Report creation with sub-tasks
Hi, We just started using Service Desk Plus to manage our helpdesk and I would also like to use it to manage our projects instead of using Microsoft Project. I have created a request type called project in order to report on projects. I can pull a report on all projects using this field but I cannot generate a report with all tasks that are assigned to the main request_id. Is there a way to create a report the includes the main request information and a sub report that shows all tasks associated
Scheduled creation of requests based on assets
Hi I would like to auto create requests taken from an asset perspective. Eg. I have several windows server assets in SDP for which I have a monthly task of doing windows update and several other maintenance tasks, instead of making an "preventive maintenance" on each asset I would like SDP to make a rule that does this based on eg. asset type - is that possible or is it a new feature that you would have to develop? Regards, Poul
Add to Outlook Calendar
When adding a note it would be great to have a "call back time" field where you enter a time and date that you plan on calling the user back. (Same as the Executed Time in the Add Work Log) Then when you save the note the software will put an appointment on the users Outlook Calendar. Additionally, if you click the "Show this note to Requester also" button it would send the appointment request to the Requester as well. If it would be easier to add this functionality to the workflow instead of
Time report by site or by account . . .
I can't seem to get this function, i want to be able to do a Time Spent Report by account or site, it seems weird that this would not be available. Does anyone know of anyway in which i can get a report based on sites, or account which will shows individual technician times spent within that account or site within a defined period? Thanks, Tralisk
Variable work hours
Hi! Before creating a new topic with the same question, I did a search on the issue I have https://forums.manageengine.com/topic/operational-hours https://forums.manageengine.com/topic/variable-operational-hours-on-working-days https://forums.manageengine.com/topic/different-hours-for-saturday https://forums.manageengine.com/topic/work-with-two-different-operational-hours https://forums.manageengine.com/topic/variable-operational-hours-for-weekend-help-desk-working-days https://forums.manageengine.com/topic/variable-operational-hours-for-help-desk-during-weekend-work-days
Disable group notification if a technician is assigned to the ticket?
Please add the feature to disable group notification if a technician is assigned to the ticket.
Technician Leave and SLA Violation
Hi, We have had a few cases where technicians have placed themselves on leave within the Scheduler system but requests will still violate their SLA against this technician. After some digging into the system it appears that the leave system actually does nothing if you are not using the auto-assignment system. Is there any way to have an option that SLA's will not be violated if a technician is on leave. Regards, Blake
Project Management
Hi, I would like to know How can I integrate our projects and consultaion service into Service Desk Plus?We have to manage Help Desk (Service Request and process),Asset Management,Projects and Consultation under one software. Regards, Nelgin
Replying to specific Conversations
Sometimes there's a lot of back-and-forth between the Technician and, not only the original Requester, but others as well. It would be nice if our Technicians could reply to specific Convesations. Right now the Reply Button only includes the text from the original ticket. Also, in the Reply Template there's no option to include the on-going converstion as a Content Variable. So the email that the Requester (or anyone else) receives only has the original text and the reply from the Technician. Build
Project Managment with SD
Woudl be great if we can see project management integrated within Service Desk. That feature will make SD a complete solution for any type of enterprise. That is typically the process for any type of software development... Ticket -> Problem -> Change -> Project with hard time lines and WBS. Thanks,
Order Fields
All the time when I have to select from a list of fields, in reporting for example, they are in some arbitrary order like how they appear on the form. Can we please have an option to order fields alphabetically? It would make finding the right field so much easier and save me so much time.
Create a customisable dashboard
It would be great if we could have a customisable dashboard where we could put an array of custom charts that suit our individual reporting needs.
Assets Module - Bar Code Field & In Store w/ Dept Assign
Hi, We'd like a couple of ammendments to the Assets Module if possible: 1. When creating Workstation Reports, you cannot currently select the Bar Code field (You can for Resources). We'd like to produce Asset Acquisition and Disposal reports which will require both Serial Number and Bar Code (our organisations Asset label). 2. Bar Code is not available as a column in the Assets - Workstation List View. This would be handy as we have independent asset labels as physical identifiers. 3. Currently a
Spell Check improvements
HI Everyone, I have two feature requests that might be useful. I've looked and can't find them in the actual service desk application. 1. Spell check as you type. If there's a way to get it to highlight misspelled words similar to how Office Word does. I'm no programmer so I don't know if this is a browser thing more than Service Desk itself. I know Firefox does it using service desk, but the majority of our users still use Internet Explorer. 2. Spell check before the ticket is closed and the resolution
Preventive Maintenance schedule
We would like to see some more advanced calender logic for the Preventive Maintenance schedule. We have some tasks that repeat on say the last Sunday or first Friday of every month or every other month. Since they are based on days of the week and not dates of the month we can't get them added correctly.
Feature enhancement on Holiday Schedule
It would be nice to have more options for Holiday's. Here in the United States we have several holidays that are not on the same date every year. For example Thanksgiving is the 3rd Thursday of November, Labor Day is the 1st Monday of September. Currently we can't add that as a recurring holiday since that date changes every year.
Add miles
Hi We are now about 30 technicians using Service Desk Plus Each case is an invoice to the customer base. But that function similarly to the time that engineers have done on the matter would need to be able to add mileage and a price on what each costing mil. Is it possible to develop? /iS
Scanned Software Serial Number Location in Registry
I would like to be able to tell SDP the registry path for a given piece of scanned software's serial number. For example: SDP scans my domain and finds copies of Software1 installed. I would like to be able to tell SDP that the path for Software1's Serial Number is located under: HKLM\Software\Software1\snSoftware1\key Then, the next time a scan is run, SDP can pull the Serial Number for Software1.
New built in variable for notification engine
Within the notification engine, mainly in reference to the SLA notifications for escalations and first response notifications would it be possible to have a variable that references the currently assigned technician. It seems that it would be useful to be able to send a notification to the technician that their request is about to breech the SLA but as it stands we can only pick a static technician or the TicketOwner (Requester).
Login Password Expiry
is it possible at present, or if not, will it be a feature, to be able to set a maximum lifetime of a user password (say 30 days) and force them to change it when this period has expired, regards Paul
Allowing a technician to Pickup but not Assign
I am trying to prevent my techs from assigning tickets to other techs and only allow them to pick up unassigned tickets. When I uncheck "assign" in the roles they now longer havve the abilty to pickup. Should this not be seperated?
Office Communicator Screen Pop Up
I am wondering if I could put a request in to add the possibility of integrating with Microsoft Office Communicator to allow somehow have a pop up with regards to creating a new request and have it select the user based on a phone call coming in. I know this is very complicated request; this would be like call center software working with either phone numbers. We have our office communicator server tied into our phone system so that when someone calls it brings up a window showing the number and
Business Rule - 'if Site is"
Is it possiblel to create a rule that will target a site, so for example in the default settings, I want to create a rule that will say if a user of siteA creates a request it will do what I want.
Attachments
Hi I want to send Attachments in "E-Mail technician when a request is assigned" it is possible ? It is possible in another way - automatically. To send Attachments to some @ adress The story looks like that: We have account in SD for external IT provider who deliver to us services. After assign a request to technican email is send to external company and there a ticket is created in their service desk portal. After respond our employee close the ticket in our SD. The problem is no Attachments in
Service Desk & Apache
I have been trying to get the Service Desk Tomcat server to talk with the Apache ( 2.2.12) install on my Linux server by using mod_proxy_ajp. I have setup the proxy pass and the proxy reverse pass using the ajp protocol. The Tomcat server is running on port 8089 and when I point the proxy pass throughs to the port, it seems to respond prior to returning a 503 error. Has anyone been able to successfully get the Service Desk Tomcat server to communicate with an Apache server using either mod_proxy
Allow sorting software by Installed Column
Currently in 7.6.0 Build 7605 I am unable to sort sofware by the Installed column. This would be very handy when cleaning up the thousands of useless entries after doing a domain scan.
Ability to add a note to the technician when a request is re-assigned
Can you look to add the ability to add a note to the technician when a request is re-assigned please. At present you can add a note that is sent to the currently assigned technician, which is great, but when a request needs re-assigning it would be very useful to be able to annotate that re-assignment so the new technician knows why they have been assigned the work for instance. Ideally the re-assign screen could have an additional text box added below with the option to send the note to the outgoing
User close their own ticket
A lot of times users will put in a ticket and then figure out the solution for themselves. It would be helpful if they could go to the resolution tab of the ticket and close it themselves. I would say they should be able to change the status to completed, add text and save the ticket, but not save as solution.
Addition of an "Interested Party" field
Hello all, My organization has been using ServiceDesk for quite a few years, but would like to see another field implemented. A few other applications we use in our IT department use an "interested party" feature in their help desk tickets. What this basically consists of is an ability to add any user (even outside of any department) who would like to see the status and progress of a ticket. Usually this is simply done by inserting the user's name and/or e-mail and sending them a copy of any
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