Copy->paste print screens in a request
I'd like to see that i can copy -> paste a print screen without sending it as an attachment. This is more efficient
Additional purchase order step called Order
It would be nice to have an additional step added to the purchase order module called order(or to that nature). It would also be nice if we could select users to notify to order the products in the purchase order. And then an order submitted would be nice in there as well so that we know that someone on our purchasing team has placed the order. Thanks -D
SLA for Changes / Problems
Is it possible to add the SLA for changes and problems?? I cannot find any function for that and I think it is useful for users to be alert the overdue of changes / problems
Drag and drop of documents and e-mails
Hi Team, A very cool feature would be to just drag and drop files and mail messages. Is this planned for the near future? At the moment we are getting a lot of e-mails in our Enterprise mailbox, problem is that we do not support IMPA4 or POP3. So we are not able to sent and receive directly so we type all the mails manually. Sometimes we have a lot of documents related to the call and adding these are very time consuming. Thank you
Mandatory Fields Settings for Problems / Changes
is it possible to have a customizer which for Problems / Changes? At the mean time, SD+ 7 do not available to set the mandatory fields for those
Option to trigger a survey
Include an option to trigger an Ad-Hoc survey manually to all users selected or existent in SDP user base. This will help other areas and departments in the organizations and increment the users inside to use the tool. For example, if we include the HR department as a service area, and the employees as technicians to receive request on HR issues, they can, then issues surveys like organizational Climate, or training evaluation, etc.
Granular Vacation spcification for technicians
In the working time module in Service Desk Plus, is very difficult for user and customers to follow up and to assign tickets if the technician is on vacation, all the tickets and task assigned to the technicians on vacation should be avoided and suggest to assign to other.
Timer stop by individual requester / technician
In the latest version of SD+ 7, SLA timer can be stopped by set the operational hours, holidays and status in request. But is it available for setup a new function which allow we stop the timer by set the requester / technician is on leave. It is very important for the service as sometimes which the technician is on leave, the request assigned to him may overdue... at the same time, some request need to close by the requester but they may not available to close it before overdue as they leave.
Integrating the purchase orders with the Change process
I'd like to see the relation between the purchases i made for the approved changes but there's now way to do so unless commenting.
Put the 'Save and Close' button back on the Resolutions page
I noticed in the latest patch that you have removed the 'Save and Close' button from the Resolutions page and added a drop down list to change the status of a request. Why couldn't you just leave the 'Save and Close' button where it was and still have 'Close' on the drop-down list for those who want to use that?
Custom fields cannot be add in the blank request
some custom fields which added in somewhere like "requester" or "technicians" are not available to be added in the defaul request... but after i create the request, it can be shown. It seems very trouble for users which they need to access the request twice to finished the request filling... will it be possible to be shown all customize fields at the blank request...
Purchase Orders - Adding Products
The way that products are added to the purchase order needs to be redesigned... Current issues: 1. When selecting a vendor the items list area automatically populates with all of the products associated with that vendor. 2. When clicking on the 'add item' button the 'Enter the product details here' dialog appears a. The 'Product Name' text box requires manual entry instead of a pick list from the vendor specified in the PO 3. There is no option to select & delete items from the items section Enhancements:
Scanned Software - Details MaxUsed?
Unless I'm missing something, there's absolutely no facts on what this field is for. Referring to the third column on right-hand-side when looking at software details.
Attached Photo in "Reply"
Until SD+ 7017, when try to reply email to requester base on the request, it does not have any button to attached the photo directly in the email. For temporary use, we need to save it as attachment. It's very difficult for technicians to explain the reply in detail... Is it possible to add this function?
Granular Importing from AD
SDPlus needs a better import feature from Active Directory... Currently, it is burdensome to scroll through the entire list of OUs after enumeration... - Initial Import - Currently you have to import the entire domain... I have over 1000 OUs in my domain, and would like to have an expandable/collapsable tree view with the ability to select the base out. Or use an LDAP filter to enter the base OU. - Additional Filtering - We need the ability to filter out records... Currently ALL AD users are imported
Colour the Notes button on request so it stands out more
A simple request I'm sure, just some of the tech team have commented that is is easy to miss notes on a request, because you are so used to seeing the buttons at the top with Conversations, Problem and Change. Having the number next to Notes is useful, but they'd asked if it were possible to make the button a different colour or something so that it stands out more when there are notes. Not sure if anyone else would find it remotely useful.
Customize Fields / Views
In version 7.xx, there is not customize function for users to made a view and additional fields. It's not friendly for us to do the analysis. I suggest users can customeize the views, specially "Home" & "Request" list... let us to change different fields in the table
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
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
Select which fields to import from AD
I would like to select which fields to import from Active Directory when importing Requesters. We need to report by region/site/office, and would like to be able to pull these fields in from AD.
Chatter box
Create internal chat box to talk with requesters and create requests from there. If it can be integrated with popular IM systems it will be just incredible! This request was inspired by Google and SalesForce.com integration - there are Google talk gadget in left sidebar now. Chat context (for history) can be picked from currently open ticket.
SNMP asset inventory discovery
Although dcom is a good way to get a lot of info it only works on workstations and servers. For those who have snmp configured on the network equipment it would be of great deal of help if the automatic discovery would be extended to use this wonderful protocol.
"Request - Additional Fields" should be available as Actions under "Helpdesk - Business Rules".
Make "Request - Additional Fields" configurable so that they can be available in the dropdown "Actions" menu under "Helpdesk - Business Rules".
Add helpdesk tickets under my technician account
I would like the ability to enter new helpdesk tickets under my technician account for another technician and be able to track those tickets from within my technician account.
MAC Forms
Hi Team, I would love to see a function for MAC forms (Moves, Adds, Changes). Admins will need the ability to create the form (fully customizable interface). Once form is created then all Requesters can submit MAC's for approval. Approval needs to be given by a manager that has the permission within SD+. Once approved a Request is generated for the Requester. If the MAC is not approved then the manager is required to enter a reason why. An email notification is sent to the requester. If the MAC remains
Rules-based notifications
Notifications should be sent based on a set of granular rules, much like the business rules interface. As an example, one should be able to create a rule to send a notification when the "status" field of a change is set to "work in progress" so that the on-call team is aware of the potential impact.
Removal of duplicate notifications
I would like to see smarter notifications. * When a call is assigned to group X and technician Y, group X should not be informed if technician Y is. *If a call is assigned to technician Y by technician Y then no notification should be sent to technician Y.
Help Bubbles...
We have the ability to add descriptions to the various fields of a service request, which is nice; however, I see no benefit to the requester. We regularly get questions from our end-users as to what a particular field is to be used for. We put this into the description field; however, the requesters are unable to see the description. Would there be a way to add the description field as a help bubble for the requester? Either a hover over or a small icon to click...
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
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
Help Bubbles...
We have the ability to add descriptions to the various fields of a service request, which is nice; however, I see no benefit to the requester. We regularly get questions from our end-users as to what a particular field is to be used for. We put this into the description field; however, the requesters are unable to see the description. Would there be a way to add the description field as a help bubble for the requester? Either a hover over or a small icon to click...
Publishing Announcements - Preventive Maintenance
We would like to have the ability to have a preventive maintenance task publish an announcement. We have a regularly scheduled preventive maintenance task which requires us to notify our end users that there will be an outage. It would be beneficial if we could have the preventive maintenance task publish this announcement for us. Requirements: 1. Customize the content of the announcement 2. Enable the announcement to be sent at a time prior to the preventive maintenance task (pre-notification of
On-Call Rotation Calendar/Notification
We would like to see a calendar system added that would have the ability to show who is on call for that week as well as have it shown on the homepage with contact numbers when a user logs in.
Push surveys
In addition to the automated survey options, it would be incredibly helpful to have a "Send Survey now!" button which can be used to distribute your current survey to an e-mail address of your choice.
Add Notes To Assets
I would like to be able to add notes to assets to tack localised information. The same feature available in Requests and Problems.
Asset Scanning
It would be useful to have the ability when doing a network or domain scan, to ommit certain assets from the scan. For example assets which you don't want listed on SDP, or in our case in particular where the scan causes the computer to crash.
Variable Operation Hours
A way to setup and distinguish operational hours for each day of the week. IE: Monday - 7:00 - 4:00 Tuesday 7:00 - 5:30 etc...
Ability to Add Requester Email Address Column in Requests pa
I am looking to add one additional column "Email address of requester" on the main requests page but cannot see how to add that. We have hundreds of machines and lots of our tickets are generated from cron, root emails so we need the email address of requester (from sender's address) to be shown on main requests page to easily manage/sort the requests from particular machine. Can this be done, If not can you add this as feature request with ETA? Any replies and attention to this appreciated. Thanks
Acounts in servivedesk Plus
The ability to create accounts and merge contacts and contracts like in Support center.
public or private domains
Would it be possible to have servicedesk default to adding domain names as private domains instead of public?? This is a time consuming task to have to go throught the list of domains regularly and update the private/public flag so they all don't appear on the logon screen. I currently have over 110 domains that SDP has "found" and I only need one of them to appear on the logon screen. Also the sorting of the public and private in the windows domain scan list is faulty.
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