Linux version with AD auth :(
I`ve installed linux trial but when I try to browse Windows Active Directory I see something like "This applet is working only in Windows" Is there any way to get your helpdesk+AD auth on Linux server? Thank You!
Report of Open Changes
Hi everybody, Can anyone help me with the following? I like to have a report where i can see all Open Changes with all attached Tasks and their status!! Regards, Jeroen
Only assigned technician & full admin can edit request
I would like to see a feature where it is not possible for other technicians to assign a incident to themselves once it has already been assigned to a technician. This will prevent situations where two technicians both try to pick up an incident at the same time.
Change Approver to be able to view attachments
CAB Members, while receiving a request for approval/recommendation via email should be able to view the attachments embedded on the links given (Change Details). They need not to login to SD+ to view the details.
Ability to exclude request attachments from being logged automatically
We use an image in our e-mail footer, it would be nice to be able to exclude certain images (either based on filename or file type) from being logged automatically when logging a call. At the moment, unless the technician remembers to manually remove the image when logging the call we end up with hundreds of duplicated images within the database and folder structure of the ServiceDesk server.
E-Mail Requester - Ability to have forename instead of just full name.
It would be good to be able to select to display just the requesters forename when sending an e-mail template in response to a call. At the moment you can only select $RequesterName which inserts the whole name, and makes the response look unprofessional.
SD Plus Complaints/Fixes Needed
One department unit within our IT Dept has numerous complaints about SD. Some of these are unique and some have been echoed by others in the IT Dept. Our fiscal planning is coming up soon, and the IT director is seriously considering eating the price of SD+ and moving onto another product. I need to know if these concerns will be addressed in upcoming (within the next 6 - 8 mos) releases of SD to give an accurate evaluative reply to my Manager and the Director of IT. The problematic features/requests
Re-Open button on closed calls
Under the current version of ServiceDesk Plus, Requestors do not have the ability to easily Re-Open closed calls. The only known way is to send an email to the Helpdesk and include the job number of the closed call in the subject line. We have the need for the users (Requestors) whom the job was opened by to be able to re-open a call via SDP.
Separate "PO" from "REQUISITION"
Calling everything in the process a "Purchase Order" is very confusing. There is a requisition from the user, and that should be in the drop down list. The system could then convert requisitions to PO's, but having the workflow start with creating a PO is not ideal.
Employee ID in AD
Currently Servicedesk do not import Employee ID from the Option "import requester from AD" due to which its difficulat to log a requester for a requester with same name. E.g :- an organization have 3 employee's with diffrent employee id's Starting name James employee id 1234 ,James employee id 1235 and James employee id 1236. due to which technician is unable to record the request quickly and gets more confused which James has called up for the request. In Such case what we can suggest is get the
SLA criteria
We need to add 'Group' to the SLA criteria list. We use ServiceDesk (ITIL)between IT infrastructure and Software development teams. Each group has its own SLA needs and escalation contacts. By simply adding group to the criteria rule we can avoid building a complicated mix of category, sub-category and item rules. Please advise if there is a simpler workaround for the time being. I�d also like to see further uses of the grouping ability in other functions too, and included in the 'business rules'
PO always creates Assets?
Maybe it will be possible to add the possibility to create a purchase order but not a Asset. i.E. if we are create a po for consulting-services a asset will be created... thank you
button "REPLY" in the SDP
Hello Support team, I have a customer (ETERNIT). He would like of a feature new in the SDP. In the answer of request of user, there was the button REPLY. Today for to answer is used the e-mail or in add notes (actions). Anderson Carvalho. INSPIRIT TECNOLOGIA E SISTEMAS.
Email Link
Have fields that contain email addresses open the default email application for quick communication with the user.
addtional fields separated per product
If I want to store the number of keys of a keyboard with an additional field called 'Number of keys', and I have created 'Keyboards' and 'Hard Disks' as components, then the user will see 'Number of keys' when creating a new hard disk, isnt that awkward!!? I strongly hope you can make something with this issue in the next release of SD+ (7.5?), it is really a must to have such feature. for every component or product (asset) there should be a way to define their own additional fields without interferring
Blank out (unassigned) in Assigned To column
Currently, if a request is not assigned to a technician, the word "unassigned" is displayed in the column. I would like to see an administrative option to either display "unassigned" (as it is now), OR completely "blank out" this column. I believe it is more eye catching, as is to say, easier to see which requests are not assigned to anyone, if the ASSIGNED TO column is BLANK.
Show all attachments in main request view (even from merged/conversations)
Here is a scenario: we have Request id: 1 and Request id 2. Request id 2 has an attachment. If you merge these two requests together, the only request id which will be available will be the parent request (ie) Request id 1. Since this parent request does not have any attachment, it does not show the attachment and the attachment will be available only in the conversation. ie this conversation in request 1 which was originally request id 2. The reason behind this is when you split it as a new request
Multi-Request association with a 'Master Issue'
Application needs ability to take individual requests and associate them to some "master request". When the master request is closed, all associated requests are closed. We frequently need to perform this action in regular Helpdesk work. If the company's Internet connection is down, dozens or hundreds of sites may call in reporting "Internet problems". Need ability to associate each one of those site's individual requests to our master, "Internet issues" request. When we have resolved the Internet
New tasks should default owner to logged in user
New tasks should default owner to logged in user. When you are creating a new task, application should autoselect yourself as owner.
Importing Templates from a CSV file in Service desk plus
We are planning to create 60+ template. Is it possible to achieve that?
Remove 'About', 'Feature' and 'License' from Techs view
Or, much like the "Hide Support Tab from non-admins", make the display of these links configurable in options within ROLES.
Show 'Support' tab only to admins (or with role options)
The 'Support' tab should only be shown to the administrator(s) of the system, not all techs. In large enterprise IT organizations that may have 50 or 100 techs, not ALL of them need to be contacting AdventNet with issues, or creating Support Files, or calling the toll free number with questions, submitting features, etc.
Modified 'Global View' for Techs
I had requested the "Global View" tab be presented to more than JUST administrators, with some slight changes, and wanted to reiterate my feature request. I would like to have the "Global View" tab shown to all Techs, as it is displayed to the administrators, but also have a third tab called "Group View". The "Group View" would be effectively the same as the "Global View", but only apply to requests in the groups the Tech is a member of. I would like the Techs to be able to select the drop down options
Default Sort order option on NOTES (and configurable/override per Tech)
I'd like to have the option of displaying the newest note first, versus oldest first. As I imagine some may want to keep it as-is, the ability to change the ascending or descending order of request notes would be a nice to have feature. There should be the option to configure the default sorting behavior for all users/techs, but upon logging in, each individual should be able to override and configure their own preferences in sort order displaying.
Customizing Software Categories in Asset Management
There is currently no method to add more software categories in the asset management component of ServiceDesk. This is needed to support the (potential) thousands of applications an enterprise company might support.
UserID column in request views
One of the column options I would like to see in a request views page is UserID (in addition to the full User Name currently available).
Restoring customized notification templates
Inevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Asset History of Changes and Updates
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
HTMLAREA Form field rich text options and Tab Button/options
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Hide Technician Assignment in request history to REQUESTER
It doesn't do any good to strip out the "Technician" field from a request, so that the user can only see what Group has ownership of their ticket, if the TECHNICIAN ASSIGNMENT HISTORY is accessible by the Requester. Should be made more generic from the Requester point of view from: Technician changed from None to John Doe (to) Technician has been assigned/changed
'Transfer to' button to move multi-requests to a Group
In order to reassign a request to a different group, you must go all the way into the ticket and edit the GROUP field. A "Transfer to" button, much like the "Assign to" button would be beneficial to move requests easily, or move multiple requests easily. Or, add GROUPS onto the top portion of the "Assign to" button drop down options.
Ability to define/customize Work Log TYPE
SupportCenter has ability to define and customize the Time Entry TYPE drop down options. It also has the ability to report on time entries by TYPE. Both of these features are missing from SupportDesk.
Rename 'Work Log' to 'Time Entry'
Rename 'Work Log' to 'Time Entry'
SLA information for request not available when viewing request
When viewing a request as either a user or a tech, which SLA applies to the request is not visible. This may be interesting information in some environments.
Created date should be available in request title
In SupportCenter, the following information is found at the top of a request: ------------ Request ID : 129 | Created On : 28 May 2008, 14:43:42 ------------ The "Created on" is not currently available in in ServiceDesk.
Rounded menu tabs like SupportCenter
The tabbed options in SupportDesk are angular and square. The "Rounded Pill" menu tabs within SupportCenter are more visually appealing.
Work Log activity included in History
New Work Log entries and the deletion of work log entries are NOT logged in History. They are significant updates to a request that should be logged.
Created Date should not be editable
A tech should not be able to edit and manipulate the Created Date. This should be a fixed data field in the database.
Task created/assigned to self to NOT generate email
It is useless to send yourself an email about a task you just created and assigned to yourself. You're aware of your own actions.
Ability to see if Requester has viewed ticket(s)
Would like "View History" for Requesters added to History tab. If a Requester logs in, views a ticket, would like name, date, time logged in history.
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