View request: previous and next link
1) filter the list 2) open a request (Request>View Request) It would be nice to have a "previous request" and "next request" link to easily view the details of the next request in the filtered list.
Porcentage used
In implementing Service Desk Plus, for every user that uses percentage of server, network and memory ?..... this is to identify the management of demand, availability, capacity and continuity of service.
Add an Attachment to PO without re-approviing
Is it possible to add an attachment to a Purchase Order without kicking it back to approval? Once we receive product, we attach the invoices to the PO in SD+ .
Change of Hostname Name
In my server app install Enterprise Manager and its hostname was raul but now called jorge, I want to configure the web console to open it with jorge and not with raul
Include "Cost" in Resource Report
I would like to be able to run a report of all resources that also has the cost of each item. This functionality was in v6015, but has been taken away in 7504.
Editing an Asset -- Product Name
We need to be able to edit the Product Name in an asset. The Product Name field in the asset should be a pick-list. Why? Some assets such as cell phones and other handheld devices can retain a lot of the information even when the product.
Move an individual asset to another category.
Support, I'm sure this has been requested numerous times, but it would definately be very helpful to be able to move an individual asset to another category without having to move the entire product. This would allow people to easily categorise their assets the way the want to! Is this in the development pipeline? Thanks Morgster
Purchase Orders
We are using version 7.0.0 Build 7020 and are trying to use the Purchase Order area but are stuck in that technicians can't create orders because they can't add products, etc. Is there a way to give users that kind of access? Thanks.
Pull requests by time open
Hi, Is there any way to pull the requests that a specific technician has completed in under 3 hours from posting?
Parenthesis in filters and search criteria needed
Filters and search criteria should have the ability to use parenthesis as this would allow for greater accuracy and flexibility. I don't believe you can write a filter to accurately return the records for the below statement. Statement: I want all requests that the Group is "xyz" and the Request Status is "Closed" or the Group is "xyz" and Request Status is "Resolved"
Macro for Tasks
I would like to see the ability to create macros that contain task creations that I can apply to a request at any time. Example: A new hire request is emailed into the system. I see that it is a new hire for the US so I run the US New Hire Macro which would create the 4 tasks needed. If the new hire was for the UK I would run the UK macro which would create their 3 tasks.
Common Access Card Athentication
The United States Federal government has mandated smartcard-based authentication. The Department of Defense has been employing such a token-based authentication schema for over 5 years. Usernames and passwords are no longer used or authorized for login in our active directory based networks. For Service Desk to be of value to the federal market, ServiceDesk needs to implement smartcard-based single sign on integration with active directory. Is there an effort currently to provide such a feature?
Resource Tag/Asset Tag Available in List View
Please restore this feature.
Reports features
There are several features that should be added in servicedesk that would be handy when generating reports from service desk. 1. To be able to group Open, closed, and on hold/pending request and freely sort if you want OPEN or CLOSED instead the default which only sorts by closed first then followed by open. 2. The line graph was also a good graph to have which i found useful in the previous builds which is gone now. The Ring graph which seems to be new is the least useful graph out of all. 3. I
Reports features
There are several features that should be added in servicedesk that would be handy when generating reports from service desk. 1. To be able to group Open, closed, and on hold/pending request and freely sort if you want OPEN or CLOSED instead the default which only sorts by closed first then followed by open. 2. The line graph was also a good graph to have which i found useful in the previous builds which is gone now. The Ring graph which seems to be new is the least useful graph out of all. 3. I
Purchase Order Attachments
I would like to be abe to add attachments to Purchase Orders.
Automatically closing requests after a period of inactivity?
Hi all, I've read posts on here that are almost what I'm looking for but they don't quite get the cigar. I'd like to automatically send out a notification to both the requester and the tech that the request has been inactive for however long and that it will be automatically closed unless its updated. Is this possible? Thanks, Mark.
Ability of CAB members to approve change
Hi I would like to use the change control module but we cannot do so with the current version as there is no ability to have CAB members approve the change. From an audit point of view the system must allow the recording (electronic signatures) of the approval by the appropriate system owner(s), currently there is a facility, you only have the ability to email the CAB member who can then leave a note! but this is not satisfactory. The approver can approve any change! - again a serious issue for the
I cannot reach Advent Net by phone!
1-888-720-9500 answers with an automated attendent and then tells me there is no room to record a message. The alternate phone rings fast busy. This is very unimpressive.
Task 'owners' to include GROUPS as options
Currently, you can only assign tasks to an individual. In the case with larger IT environments, a single ticket may be worked on by multiple individuals. Much like requests, it would be nice to be able to assign tasks to only include the Group. A "New User Joinee", might have 6 total tasks. Examples below. TASK 1. Create Active Directory account (Systems group) 2. Create email settings (Exchange group) 3. Setup computer (PC group) 4. Setup network (Network group) 5. Setup telephone (Voice group)
Assets with own additional fields
We don't want all the assets to share the same additional fields, for example: you want to specify the speed of a printer to 12 ppm, so you create an additional asset field called 'Speed', but then you can see the same field when opening a monitor, a keyboard it is very confusing. One should be able to define additional fields that belong to certain component category only
Arabic SDP
Dear All, please there is any pkan to make the SDP full arabic menu its urgent need please waiting your replay ASAP.... alaa
SD+ Email Notifications
Ability to notify a lead technician thru email and not just the requestor when a request has been resolved, on hold, etc..
Assets sorting by vendor
Hi, Is it possible to add the option to sort asset by vendor in a further version please ?
Assets sorting by vendor
Hi, Is it possible to add the option to sort asset by vendor in a further version please ? Thanks
Standalone workstation scan script for SD 7.5
I tested Asset Explorer and I liked this VB script feature but I can't see it on SD 7.5. Is there a chance of including it in the final release of SD 7.5? I am currently using SD 7020.
Requestors able to close own requests
Is it possible to have requestors close their own requests? We have users asking for this ability. It would need to be communicated to technicians in a workflow procedure, but requestors would like to have this ability. Cheers, Tim
Customizing the login page
Hi, We are using ServiceDesk in intranet, so the help menu did not work in the intreface. Is there any chance to customize the login page as shown in attachment? Thanks in advance, Koray YILMAZ TUBITAK
Preventive Maintenance function request
Hi, I have installed ServiceDesk plus, and I see problems with PM planning. For example, I am planning new task. I select month, day and hour, when ticket creating. In this case, I can't see this ticket for 1 day, 1 week, 1 month ago... And if PM need advanced resources, a can't plan it. I need new option in PM planning screen - create ticket for: and variants: 1 day, 1 week, 1 month, or 1-st day of new month maybe.
Performance tracking of technician
Hi, In our company, we are using ServiceDesk 7.0.0 Build 21. After we changed the status of request to resolved state, an automatic message sent to the requester. As seen in the attachment below, there is only a comment screen. Our manager want a field that describes the quality of service done. How can we achieve this? For example 1 for BAD, 5 is for good quality. Or is there another way to process the comments? Can we customize the message attached below? Thanks in Advance Koray YILMAZ TUBITAK
Service management module
Actually current versions are not suitable for ITIL service (contract and level) management. SD should be improved for IT service mnagers with features like: List of IT services (product catalog) - exists Hierarchical List of SLAs and OLAs (like contracts) with typical fields: Availability, costs, customer, scope, "what included", "what NOT included", status, category, start, stop, auto prolongation etc SLAs should be linked to services, assets, and users or departments who consume this service SLA
Embedded Wiki engine
Embed internal Wiki engine to use wiki hyperlinking markup in solutions, tickets and assets and anywhere in text fields Example: Track http://trac.edgewall.org/
Option to disable email replies reopening tickets.
Our customers are very polite and almost always send a Thank you email when we close their tickets. This just reopens the email. Can we have an option to turn this off?
Include "Last YELLOW Notes" in report view
We would like to see the last note added to the request as part of a report. very useful when actions have been performed on a request, added to a note and you need take the report into a meeting and discuss what was the last action performed on the request.
Purcahse Order Permissions
It appears that even though you have Full Purchasing rights you cannot add vendors? This is essential in my opinon when raising purchase orders. Thanks D
Feature Request: Backup Scheduler
Is it possible to add a function to allow the backup scheduler to keep (x) amount of backups i.e the last 14 days of backups and delete anything older so I dont have to keep going into it and doing it manually ?
Purchase Order Changes
Hi Guys, I'm impressed with some of the new functionality of the PO Module, but there is a few things I'd like to have changed & added. I'm running SDP Version : 7.0.0 Build 7017 *When emailing a PO to Owner / Vendor, can this be changed to select either PDF or HTML format. We prefer PDF over HTML and saves double handling when we now have to convert them to PDF. It used to email PDF in a previous version. * When sending PO to Owner or Vendor, PO's do not show Part # - Saves us getting phone calls
Survey Questions available in Multi language
Since SD+ has language support, the survey module should also have multi-langauage ability. Translating the questions would be on the ADMIN to do so, but the option for the user to take the survey in their own language should be available.
Notification E-Mails - Prompt?
I think it would be useful to alter the Notification Rules section to include a checkbox for each like "Confirm before sending?". Some mails I want to be sent automatically every-time but there are others that should only be sent some of the time (so a YES/NO prompt should be presented to the user). For example, if I'm logging many calls for a single requestor I don't want them to receive 20 confirmation mails as they complain. Ideally the "Acknowledge Requester by Email when a new request is received"
History Tab - Administrator Setting of what is recorded?
Hi I think it's really annoying that SDP tracks EVERYTHING in the History tab, I don't really want to see description changes. 90% of our mails to SDP need to be "cleaned up" so the history tab is often pages long because of the changes to the description. I think it would be better if the SDP administrator could configure what is recorded within the History tab and what is not. Gordon
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