Clickable Links
I am currently adding a URL to my assets which is mainly being used for Dell machines. This is to show things like the warranty information and other additional information. It would be great if ManageEngine could recognise that I have entered a URL into the custom field and make this into a clickable Hyperlink. Thank you
Tracking TIME SPENT enhancement
BACKGROUND We currently run multiple reports to track our technician's workload, and use this information to assist with 1) load-balancing, 2) responsibility reassignment, and 3) hiring decisions. We have a number of custom reports for: 1. Request time spent by technician per month 2. Request count by technician per month 3. Change time spent by technician per month 4. Change count by technician per month ISSUE We are seeing that there is ALWAYS a descrepency between the time spent reports and
Manager Views on Requests
Currently SD+ allows a Requester to show only their own requests show all their Department requests show all their Site requests This was a neat feature added in SDP in Version 7.5. I would like to however propose improvements on this feature. Some company officials would have more than one department under their management. The ability to support more than one department per Requester I think would be a common requirement. Even multiple site associations for Requesters should be supported. For
Search resolutions and notes
The one feature that I would really like to see added to ServiceDesk is to have the resolutions and notes included when performing a search of requests. As I mentioned in a previous request before the release of version 6, the description field is usually supplied by the users themselves or from our techs after an initial contact with the user. Because of this, the description is usually very general, like "my computer/application crashed" or "I'm getting an error message". It is generally only after
Adding notes when reassigning to a different technician
Would like to propose/request a change when re-assigning a request to a different technician, to have an "Add Notes" field in the Request Details section, rather than having to reassign the request and then clicking on the 'Add Notes option within the toolbar. This would provide a much quicker option of adding notes to inform technicians of the status of the request or work already carried out. Thank you. Kind regards, Jon
Mass Change Status from Reports
Is it possible to mass change multiple requests from the report interface? We are trying to accomplish simple billing from ServiceDesk, and I would like to be able to change the status of all requests within a report from "Resolved" or "Closed" to "Billed" so as to ensure we don't accidentally bill twice for the same request. Is there a way to do this, or could something like this be implemented in the future? Thank you, LK
requester ticket re-open
When a ticket is re-opened today it just lets the person that resolved the ticket know it was re-opened. The problem is that if this person leaves on vacation the ticket gets lost until he returns. So can this be changed or have an option to have the re-opened ticket changed to the "unassigned" list and have a flag on it of some sort so that the person/group that monitors the unassigned tickets know that it was re-opened ticket because it may have a higher priority with that companies SLA.
software management - new software
I get alerts on the prohibited software which is great, but you have to change a newly scanned software to the prohibited category to get the alert. So you have to always check the software list, which is a lot of babysitting and most of us don't have the time to remember to check this. But an alert would be helpful to us to let us know of something new that was found. So can you make an option with the new/unidentified software alert much like the preventive one?
searching requests by requester
I often have to look up the tickets by the requester's name. I know you can find one ticket that they are a requester of and then click on "action" and select "view requests by requester" and it shows was I need (open/close). The problem is that you have to go through the trouble of finding a ticket they submitted. So can you put this same "view request by requester" link on the requester information page. For Example, I search for the user on the quick search and change the "search in" to requester
API connectivity for new Changes
Is it possible to create a new Change via the API? The online documentation only references Requests.
Change standard view within the Assets tab
Standard view for Assets > Software > Software Licenses shows all the license keys. Problem with this, we do not want everyone who has the permission to see Assets to be able to see all the license keys on the software media. I spoke to Charles regarding this last week from Service Desk Plus Support, he suggested to place this enhancement. We are running on Version 7.6.0 build 7604
Basic Hardware & Software Pre requirement
What is the basic hardware & software pre requirement for Manage Engine ServiceDesk Plus?
Fields included in Search-Function
Please include the Time-Entry Description-Field. Our Technicians are using this Field many times for documentation of their working-process. This is very important for us and i think helpfull for other clients. thanks Florian
SDPlus - Change Features Needed
We would like to see the following features added to the change management system of SDPlus: 1. Requested by - automatically popluate with the requester for normal requesters. 2. Priority Matrix - Like the matrix for requests; be able to automatically assign a priority based on impact & urgency. 3. Templates - The ability to create templates for changes. The templates should allow the ability to add: tasks, approvals, & planning items. 4. Approval Status - Only change the approval status to 'Approved'
Addition to Requester Notifications
Hi Everyone, One option I was wondering if we could add / change would be the emailing of the requester. Right now as it stands when you change a helpdesk ticket anytime (changing the category, technician, time due, etc) the requester will get notification. That's fine in some cases, but it can also be a bit overkill. There's an option when you add notes to the ticket to email the technician who it's assigned to. This is a handy feature if multiple technicians are working on the ticket, but it can
Can not log in through mobile portal
I have just upgraded to the latest version of SD+. When I go to the site on my iPhone it recognizes and redirect to the mobile screen with the login. When I login with my administrator username and password it comes back with Username or Password is incorrect. I can login with the same information through the full standard portal. Also it is having me choose a domain which we have never seen and do not use LDAP. I have attached the screenshot. Thank you JW Joe@terminationsite.com
MS Outlook Integration
Do you guys plan to integrate SD with Microsoft Outlook, for example when user sends email using Outlook to convert email in SD request or maybe some kind of toolbar in Outlook that would automatically login user to SD. thank you, Stevo
Send notifications on email request ONLY
We receive most of our requests through email, but a number of them are also received as walk-in tickets or over the phone, and are hand-entered into SD+. I currently have the notification rules set to send an email whenever a new request is created. However, this means I get notifications for requests such as when our level I tech enters a ticket for routine maintenance, which I don't need to see. Is there any way to filter the notifications so I'm only notified when a request is created by
Can't delete folder structure after installing 7508 upgrade...
So I'm trying to delete the complete Advent folder structure to start over again.. however the upgrade procedure to 7508 creates folder lengths that are too long. Windows cannot delete them. Case in point: This is a REAL folder in the distribution create by the upgrade process : C:\AdventNet\ME\ServiceDesk\Patch\AdventNet_ManageEngine_ServiceDesk_Plus-7.5.0-SP-0.8.0\SERVICEDESK\applications\AdventNetServiceDesk.eear\AdventNetServiceDeskWC.ear\AdventNetServiceDesk.war\WEB-INF\lib\SDJSPClasses.jar\com\adventnet\servicedesk\servlet
keyboard shortcuts?
Are there any keyboard shortcuts for SDP? One for 'New Request' specifically would be great. having to move to the mouse is a big slow down. thanks!
wrong time on home page
Hi this is not really a big problem but i was just wondering if anyone could explain to me why my home page time is incorrect by 1hour, the personalise time is correct but the home page is incorrect, its not really an issue because all the requests go by the personalised time but sometimes technicians get confused and go by the time on the home pages which is incorrect.
Merging Requests
When two users submit similar requests that get merged, can both users be notified when the ticket is closed?
Training tracker
It would be a great feature to have a Training tracker for IT training. We currently track our in-house training sessions that we conduct on a spreadsheet. Leveraging the helpdesk, we could compare helpdesk requests against training attended to determine training needs. Views - Dashboard of monthly and yearly tracking matrix of employees and attendance records by session. - Color code for non-attendance, unavailable to attend, attended - Option to post announcement when adding a new training session
Enhancement to Software License
Would like to have the ability to add attachments within New Software License similar to how you can within New Contract. Running version 7.6.0 build 7604 LG
Contract owners defaults to person who enters the contract in
Enhancement to allow the ability to change the "Owner" of the contract. By default, the person entering a new contract in becomes the "Owner" and cannot change within the current system. Running version 7.6.0 build 7604 LG
unable to mail reports
I am unable to send scheduled reports. All my email settings are correct but still not working. it used to work before but not now. No changes have been made.. please help me out..
Logical delete?!!
Hi It seems that when the Delete option is used the record is physically deleted from the Database.. is that correct or am i missing something? If that is the case can i suggest that is changed to a logical delete where a flag is set to deleted in the database but the record continues to exist. This will mean the ticket key is maintained in the database with no holes yet those tickets that have been 'deleted' are no longer visible in reporting or the system. While the need to delete tickets
Requesters groupped by companies & other
Would it be possible to have my requesters groupped into different companies? Also, for different companies i'd like to create different request categories. We are a retailer/service providers for several companies, and would like to use SDP to handle incomming HW and printer repair and maintenance requests from company A, software and hardware failure/error reports from company B and some general printer supply ordering and maintenance requests from company C. However i don't want company B to see
concurrent users at a time
concurrent users at a time
Move items out of "Admin"
I think that both Vendors and Preventative Maintenance should be moved out of Admin. It would be helpful to allow certain technicians to access these items without making them an administrator over the entire system. At least the ability to view vendors would be an important request, so that knowledge would be available.
Asset check out Receipt
I think it would be a good idea to be able to print a check out receipt when you assign an asset to a user. We have our users physically sign and agree that they did in fact receive computer #1234 when we gave it to them. We have encountered issues where people deny receiving equipment and we didn’t have any written confirmation from the user that he/she did receive the machine. Also the ability to input a custom service agreement in the receipt would be a added bonus so that I wouldn’t have
Change Management Enhancements
Within Change, when adding CAB members either have a button to select all or as a default have all the CAB members selected. Thanks! LG
Servicesk Plus Crash !
Dear all , i'm using ServiceDesk Plus Version : 7.5.0 Build 7509 on window 2003 , sometime have crash ( every week , on Saturday or Sunday ) , in log on window , i have some information on Application Log ..\mysql\bin\mysqld-nt: Forcing close of thread 184 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 174 user: 'root' ..\mysql\bin\mysqld-nt: Forcing close of thread 184 user: 'root' on 1:01 AM and 1:36AM ServiceDesk is down How to fix it ?
Can I update status of ticket through email?
I am looking for option to change Ticket status through email. Is it possible
ServiceDesk Plus web server hosted
Hi there, I understand that ServiceDesk Plus can be uploaded via ftp to one's own website. Therefore, would you please clarfify if the whole folder ServiceDesk needs to be uploaded ? It is rather large and would take about 230mgs... Many thanks for your help Trevor
Problem of service-back sequence
Dears, We are still using 7020 and the latest is 7604 and what push me back that I need to apply about 4 sequence of update before getting to the latest. We are used by many company that we can apply the latest batch which will have all the update for that major version. If the operation of the batches is very safe, then it would be somehow acceptable, but from my previous experience not always. I hope there will be a solution for this. Thank you and best regards. SDP Admin Abdulrazak.alsharafy@yemenlng.com
Preventive Maintenance Task - Monthly schedule by weekday
Hi, We would like to schedule Preventive Maintenance Tasks to occur e.g. 1st Monday of every month. Currently (7604), it seems that monthly schedule only contains schedules according to date (e.g. 1st of January) but not a weekday (e.g. Monday). We would find this kind of feature wery useful as it is used a lot in other places to schedule tasks. Is there a way to do this with SD+ or do you have plans to add this feature in the near future? /lakend
Reports - Reopened Requests
Searching for ways to report on quality achieved by our Service Desk staff, I am struggling to obtain the following type of information: Re-Opened Requests Re-Opened Requests by Group Re-Opened Requests by Agent Re-Opened Requests by Requester I'd like to be able to pull up information summarizing the requests between any period (Day, Week, Month, Year, All) and Drill down to see why any request was re-opened. It would be useful to be able to get this information in order to root cause the
Failure to register a user in Customer Portal
hi all I have configured email setting up in admin, and I register a user in Customer Portal, I got FAILURE : Mail Server Settings are not yet Configured. Please Contact Administrator I tried to submit a ticket in Customer Portal, it is OK, I can get in administrator area, so I think that my email setting is correct. Could you help me to fix my error? Thanks in advance.
Helpdesk color coded tickets
I work with a company that uses your software and it is very helpful. One thing that we have a problem with though are all the tickets we get. This can make it easy to overlook some of the high priority tickets while sifting through them. One thing that I would like to see is where you have your tickets listed, and the background of the ticket alternates from the blue and white "ish" backgrounds. Instead I would like to see the backgrounds of the individual subjects color coded (I.E red background
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