Additional column options in Request views
The ability to display these column headers in request views would be a nice addition: 1. Close accepted (yes/no) 2. Duration (from open to close) (dd:hh:mm) Example: 7d:19h:12m
Custom columns determined PER VIEW
"Date Closed" is an irrelevant column in an "Open Requests" view. The ability to customize which columns are displayed should be specific to the VIEW being selected. It doesn't make sense to have a "Status" column in a "Requests on Hold" view. All those requests have the status of On Hold, that's why they are in that view. Likewise, a "Me or My Groups" view doesn't necessarily need the GROUP and/or ASSIGNED TO Columns. Each view should have the ability to display their own custom columns. Currently,
Edit default system views in Requests
Ability to edit view parameters, to include rename or "hide" views from Techs, all system views. Built in views such as, "My Requests on Hold", "Requests Due Today", etc.
Customize email notification on NOTE added
When email is sent to technician, need ability to customize note, including several variables such as: Note sent by (logged in tech) Request title Requester Name Requester email Requester phone Requester Department Assigned to Group
Customize column headers in Requests view
Ability to rename columns like "Assigned to" to "Tech Assigned", etc.
Request Link variable able to be inserted into Tasks (w/others)
Variables for "associated requests" with a task to include; Request ID # Request Link Request Group Request Assigned to -- Confirmed variables that don't work -- $RequestId $Title $Description $Category $SubCategory $Group $RequesterName $RequesterPhone $RequesterDepartment $RequestLink $RequestType
Change wording on resolution
Change: Click here to compare the resolution (to) To: Click here to view the resolution There is no "comparison" being performed in this operation.
Better utilization of Tasks real estate screen space
"My Tasks" displays 15 characters of task title and (N/A) or scheduled start time. On screens with wide displays, additional title information could be displayed. There is a lot of "white space" to the right hand side of the task resource that is not utilized.
Request approval page should include RESOLUTION
Approval page should include RESOLUTION to be approved. With only the ticket details, with no conversation history, no notes, what could possibly be "approved"? This assumes the approval process is for requesting approval to resolve/close the issue.
Overriding Global Settings
We would like to see the ability to override the global settings... Scenario #1 -- NOTIFICATIONS -- OpManager (or other NMS) I have setup OpManager to log a ticket for specific events. I have to continually clean up OpManager's email box due to messages from SDPlus. I would like to be able to create a business rule that says if the 'sender' is xxx then don't send notifications. Additionally, I would like the ability to setup a global rule that allows me to disable ALL other notification types based
Integrated Training Plans (Skills Assessment)
It would be nice to create a skills self-assessment survey that ties into a training plan. Trackable via SD. It is critical to providing quality support to look beyond the current request or issue and see a trend "This person would benifit from Word07 training..." click a button and an invitation to participate in a free MS training session.. hey they are out there. Eg: http://office.microsoft.com/en-us/getstarted/FX101055081033.aspx
Reporting ability on Requestor activity
It would be nice to view reports on a specific user (or even department) and view trends, activity, time spent... etc.
REQUESTOR info tab at the top
SD needs a "Requestor" panel where information on the requestor is presented similar to a 'workstation' panel. Eg. User Info, Request history, asset history, currently associated assets, time spent on this users requests. Also the reporting module needs more 'requestor' specific reports..
Link Requestor to Users UUID in Active Directory not e-mail address
You have a design flaw in the SD software. When importing Active Directory Users, you are tying the SD requestor item to thier email address. This becomes a problem when a user changes names and therefore their email address changes. Causing duplicate requestor id's and orphaned tickets. Feature recommendation: tie the Requestor ID (when imported from AD) to the users UUID instead.. then they can change thier name/email as much as they want.
Report on User Visits to the ServiceDesk Portal
It would be cool if there was a report on who the top users of the SD portal interface were? Number of visits etc... I just would like to see the adoption rate for users accessing the site. I know that the mode changes to Web Form when they submit a request... but i would like to know more than that, like how often they login to check the status of their requests, etc...
Mobile Version for Techs
A mobile version of the helpdesk for technicians would be awesome. As a technician myself, I'm always on the go and never at a computer long enough to look at the help desk. However, I always have my blackberry on me and think it would be a great feature to have a mobile version of the helpdesk.
Override asset type
Hello, I'm proposing the ability to override the asset type for hardware. Say, for instance, that a normal workstation computer is being used as a light server it would not be possible to add it to a Servers list without adding all workstations of the same type to that list and vice versa. This could also be solved by a rule that checks for what O/S is run on a system, if OS x is run on system, then place it in container y (server)
Please respond...
Please respond ASAP. We need this information for a planned roll out. How is the new Asset system going to work. Are you including a distributable file to be installed on the workstation like Desktop Central? If not, is this going to happen? Could you please provide as much information as possible. Thank you for your time. Kindest regards, Jonathan Davis IT Support Coordinator Scottsdale Unified School District
Add Department Description to "View Requester Details" window
In patch 7018 the site and region fields have been added to the "View Requester Details" window. This is great. It would be even better, if the Department Description could also be shown. We store the complete address and phone number in the department decription field. Thank you.
Custom Report needed
Is there any way to meet the criteria in report date of assign not created or responded (the date that request has been assigned to technician) and group by technician? BSRG Peter
Custom Report needed
Is there any way to meet the criteria in report date of assign not created or responded (the date that request has been assigned to technician) and group by technician? BSRG Peter
IM client (xmpp)
An Instant Messanger client integrated to the GUI. Zimbra has this in beta and they use XMPP as protocol and I guess they support external XMPP/Jabber servers. This way, I could use my actual XMPP server, make a helpdesk group and show it to my clients, who could then chat with the technicians online with it's web xmpp client.
Auto-fill Recipients and Subject Line in Notifications
When sending a Notification from a Problem or Change Request it would be useful if the recipient list was automatically populated from the Requesters who have Incidents attached to the Problem or Change Request. It would also be useful for the Subject Line to take the title of the Problem or Change Request.
Email template for when Notes Added to a case
I would like an email template option for "Notes". To customize the email which is sent when notes are added to a case. We can customize job close email, SLA escalations, purchase orders. So why not "Notes" emails ? RE MENU: Admin -> Helpdesk -> Notification Rules -> Email Templates For: "Notes Added" ServiceDesk Case: [Request ID :##6080873##]
Internal (Technician) and External (Customer) Resolution
Is there a way to do both an internal and external resolution? Currently, the resolution is shown to the user. However, we don't always want the resolution shown to the user, although we need them to receive additional information when their ticket is closed. For example: A developer has to do A,B,C,D on the server. Then the user has to do Y from their desktop in order for the fix to work. The resolution currently entered is usually the steps the developer performed, followed by the request for the
Viewing Tasks with Requests or on Seperate Tab
Perhaps in future updates, it could be possible to make Tasks viewable as a Filter when under the requests tab? Many of our technicians would like to see the Tasks in the same format as the Requests. Even having a Tasks tab would work well, particularly if combined with a feature that inserts a link to the original request ID in the Task.
Notify Technician When Request is Reassigned
I've looked through all the Notification Rules and don't see an option to Notify a Technician when a Request has been reassigned to another technician. Sometimes, requests are accidentally assigned to the wrong technician, or a technician is out of the office and the request must be assigned to a different technician. For example, Technician JOHN SMITH is on vacation. A request is assigned to JOHN SMITH. Upon realizing JOHN SMITH is not available, the request is re-assigned to JANE DOE. Both JOHN
Task Notification
We assign tasks within tickets. We need to have the notification to the technician include the ticket number otherwise the technician doesn't have a context.
Scanning agent
Need to improve the asset scanning, with a redistributable agent or a enhanced scanning engine Cerutti Mauro - Italy CCNA - MCSE
Give requesters the ability to reply to the conversation via the web interface
Requester's should have the ability to add a response into the conversation via the web interface. The only way they can add to a conversation is by responding to an email. It's only one button but would really help.
New Hire Process
We are looking for a new hire process that starts with a managers request,approvals along the way to HR, interview process, accept new hire, forms to departments notifing of new hire, check lists and equipment requests, phone requests, visual screens showing were in the process everything is, and final signoff once new hire is sitting at his new desk.
PDA Support
Service Desk needs to support PDA's for techs to track tickets. This is a feature available in many help desk applications and my agency will not consider a help desk application that does not support PDA's.
add line item to history for PO module
It would be very wonderful to have additional statuses in the PO Module to include "Ordered" and "Paid". at a minimum, please add a line item to the history of a PO to include the date and time a vendor was emailed.
SLA notification
Is it possible to have the additional function for let the SLA notification sending everyday until the request / change / problem is close?
Requesters select to receive surveys at time of request
In our organization many of the users don't want to be bothered with "junk mail" even once every tenth closed support case. Other users feel it is important to give feedback about our quality of service more frequently. To this end allow the requester, at the time she creates a new request, to select whether or not she want to receive a survey.
Pass through Authentication utilizing a higher security level
Currently in 7018, if the workstations have a higher setting for NTLMMinClientSec and LmCompatibilityLevel in the registry, then you cannot use the Pass Through Authentication without lowering the workstation's security settings. Obviously our security manager has a big problem with this, and I am sure it is the same in other companies. Please fix this issue, or bolster the security that ServiceDesk uses so we can turn this feature on.
Single Sign on
Hi all, Is it possible to have Single Sign on. What we try to chive is that when users go the the main page they do not have to type in user-id and password. Aniel
Mass Change of Tickets
If you re-categorizing or rearranging categories/departments/requester/Technicians/Groups departures for reporting on ticket in history. Ability to change open or historical tickets.
Change Templates
Hi, we need the ability to have Change Templates, including task allocation. there are a lot of repetitive tasks that are completed for each change (e.g. UAT tasks)... having this feature would save us a huge amount of time re-entering tasks on a daily basis. thanks
Request 'Reply' Functionality...
Within the request there is a 'Reply' drop down box that has the following actions: - Reply - Forward the Request - E-mail the Technician - SMS the Technician This is somewhat confusing... First, I think the button should read 'Notify' because the actions are basically just starting email/SMS threads. Second, I would remove the 'Reply' action under this drop down and move it to the 'Actions' drop down. Third, I would also add the 'Reply' action to the SDGuest role, so that users, can reply in the
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