Windows domain scan by Vlan, instead of the entire domain.
It would be nice to have the window domain scan just for selected vlans. Since servers wont be monitored using service desk plus and the desktops are on a different vlan.
Release Management Module
Hi, We are in desperate need of a release management module. it should integrate with Change Management on a 1 Release to Many Changes process. The workflow of the Change process is pretty close to what would be needed. This is mostly geared around production support and sysdev, where we bundle our changes together into one major release (where possible). thanks for considering.
Reoccuring Tasks - NOT PM Tasks
Please add the ability for regular Tasks to be re-occurring in Service Desk Plus. You've added it for Preventative Maintenance tasks, but not all tasks are directed at servers in IT. General tasks like "Update spreadsheets" or "run reports" are standard tasks that could re-occur multiple times. I don't see too much of an issue getting this feature added based on the fact that you can use alot of the same code you did for PM tasks, and add it to the regular tasks just pointing to the correct table
Auto Assign Tasks
Ability to auto assign tasks to the technician dealing with the request. When creating a Service Desk template you can create the tasks and tick a box to have them auto assigned to the technician that is assigned to the request.
"Remind User" Button on sent e-mail responses.
When a support technician sends a reply to a user who has raised a ticket, the user may forget or not even notice that they have had an e-mail response. I would like the option to effectively "re-send" the e-mail in the event nothing is heard from the user after a set period of time. The idea would be that when you expand a e-mail to list it's contents, a "Remind User" button would be displayed to give you the option to re-send it.
User driven ratings and comments for solutions (web2.0 features)
I thing PR of Self-service portal is headache for all IT managers. Empower it with web 2.0 features and make some gadgets to show tip-of-the-day on another web pages - on existing enterprise intranet portal. Also IT men need some statistics about how often users visit self service portal, what they search and many more (usual SEO business tasks and info). SS portal should be easy and fun to use - instead of this we'll continue to service phone-calls.
Option to modify request number limiters ## in mail subject
When mailing between two service desks, request number in mail subject, limited in same signs ##, force both SD to attach message to wrong ticket.
Multi relation in "Used by" field
Why you didn't make Multi relation in "Used by" field? (At Asset detail, relation tab). I think it's common situation when one asset used by several users or departments or both. Do you plan to implement it?
Easy way to turn on/off business rules
It would be nice to have radio buttons to allow an easy on/off function of business rules. Some rules I may wish to turn off for periods of time and this would make it easy to do so without having to delete the rule, then recreate the rule a few weeks/months later.
Integration with SCP
Integration among SCP and SDP. For example... My customer have a SDP and he received a request, so it will be great if he could send this request to Inspirit SupportCenter. So, when Inspirit close this request in SCP, the respective will be closed in SDP.
copy people in request
i need a way to have the user be able to carbon copy random people "non technicians, like their boss" in request they send
Add full text search capabilites
Currently search only does one word and will not search through resolutions. Since finding history about tickets is such a vital part of having a service desk system, I think the ability to search for phrases or other expanded search functions, as well as searching through resolutions is necessary.
Import older Backup into new version of servicedesk
It would be nice to have a 70xx build files imported into a newer version of it. in case we loose the server but the backups are there, we could import them up.
CC non-technicians
When a supervisor submits a request to IT for a new user setup we need to notify our maintenance people. Is there a way to CC non-technicians based on categories through the helpdesk?
Multiple fields sorting (Priority+DueDate)
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
Sort requests list by two fields
It will be great to sort request list by two or more fields simultaneously. For example Priority descendant, DueDate ascendant.
customize workstation hardware
when you add work station , it is not possible to make config of hard ware like Hard disk , cdrom ,... it is very important to be able to customize work station hardware details. in another word computer hardware inventory and tracking is usefull and neccessary.
Spell Check - Custom Dictionary
There are many IT tech words that escape the spell checker. It would be nice to have the ability to add words to the spell checker's dictionary so that we don't have to keep manually ignoring WAN, VLAN, etc... each time we write those types of words. Also, each time you do manually ignore a misspelled word or correct a word it adds a space to the end of that word, this is very annoying. Even the spell checker on this very forum has the capability to learn words and add to a custom dictionary, why
Add SERVER as a prebuilt type for Asset detection /Workstation allocation
Enhance the Asset module to be aware of Servers as a prebuilt designation. At present all unidentified equipment drops into the workstation area , this includes Servers. A workstation can be designated as a Desktop or Laptop and this is selectable as a auto filter in workstation view. Adding Server to this will enhance the application allowing quick and easy viewing of all the servers on the network without having to create a new product category to manage it as is needed at present.
Servicedesk plus approval levels for request and change
Could we have approval levels in requests and change, whereby which if it is disapproved on the first level, it will no longer escalate to the next level approver. We could also have it auto-close or send a notification that it will close in X-number of days because of the disapproval.
customizable fields
that staffing requirements and are customizable by user I want to appear for a category x fields or if I want a user can see a template and one can not see
Close existing request via email
As I understand it emailing in a request with a rule to an existing call can't change a request status to 'closed', as it involves processing the inbuilt business rule to append to an existing call. The inbuilt rule to append to a call works in a different way from what I can see as it creates a new call then merges it in with the existing call as a conversation. I'd like to be able to close a call via email with something as simple as "CLOSE REQUEST ##xxxxx##" in the subject line. This would execute
Clearer Visibility of Link To Problem or Change From Incident Page
At present, whilst looking at an incident page, it is not clear if that incident in linked to a problem or change without selecting the drop down options for problem, change or actions. If a technician is not aware of any related problems or changes, they may not think to check those places to see and attempt to resolve the incident seperately. I would like to see a simple indication that said incident/request is linked without the need to use any menu options, i.e. by adding a number next to the
Approval For Solutions
At present it is possible for a technician to add a solution to the solutions database without anybody checking through to make sure it is accurate. This can lead to public solutions being made available that are not technicially accurate or suitably formatted to fit with the IT policies. I would like to see an option that can be set to enforce an approval process for solutions before they are entered into the solutions DB.
Unhook Global and Asset views from admin role
So far as I can see the Global View and Asset tabs on the Home screen are tied to the admin role, but these are very useful views for, say, IT management to be able to keep an eye on the overall situation. It would be handy to have these tied to some other permission.
Create Hidden Category
The ability to create hidden category to be able to assign stuff like subscribed emails directly into that category without having requesters being able to choose that category.
if an incident or a problem it must resolve a number of different technical department.
f the problem has to intervene to resolve a number of different technical area unify a single application where technicians appear to have solved the problem and that can be put in the request which participated in solving the technical problem
operating hours
that the operating hours can be configured with customized schedules by day
Add product type "type" called 'service' that doesn't generate an asset
I'd like to see a product type called 'service' (or something similar) in the 'Product Type' view that, when selected on a PO, doesn't generate an asset in the system. This would allow us to include things like labor, consulting, etc, without generating a bogus asset in order to track non-asset items.
Screenshots on requests created via email
I have just applied SP 7014 and now not even the red X for the screenshot attached by the user is showing up on the new request. We really need this feature working. Is there a way to get the screenshots visible on the new requests created via email?.
Survey issue
On successfully filling the survey form and submitting the same in servicedesk plus, it is possible to go to the previous page using the "back" button.This effects the effectiveness of the survey as it is possible for the person being surveyed to change his/her opinion based on the results of the survey. So traversing bakward during a survey should be removed.
Do not re-open requests based on ignored e-mail types
Currently the system can ignore certain e-mails, like Out of Office, for the purposes of notification. However, these e-mails will still re-open a resolved call. Resolved calls should ignore the same things as notifications.
Purchase Order Email Format
When emailing a purchase order to a vendor, could it be changed so that you can email the full colour, printable version (inline or as an attachment) rather than the plain text version, as the plain text is not very clear.
Impact,Impact Details & Urgency fields needed in reports
Dear, We use ServiceDesk 7 Build 7012. We need to crerate reports and want to add the following standard fields to this report - Impact - Impact Details -Urgency These 3 fileds cannot be selected during creation of the report. Can this be fixed asap please ? Best regards, Marc HUYBRECHTS Marc Huybrechts Global Co�rdinator Infrastructure AWDC ICT ------------------------------------------------------------ Tel +32 (0)3 222 06 88 / Fax +32 (0)3 222 05 99 mailto : Marc.Huybrechts@awdc.be ------------------------------------------------------------
Change Due Date Permission for Roles
Technicians should have the option of setting/changing the due date. I find myself having to gve technicians admin access just so that they can set the due dates. Let's face it, the SLA's aren't a blanket solution for due dates. I think that roles in servicedesk plus should be able to be given the permission to change due dates. This permission can be given or taken from a role at the administrators discretion. (<- Feature Request). My 2 cents.
Choice box for adding received PO items to Asset register
The ability to choose if received items from a PO are added to the asset register.
Paste screenshot in online Request Generation
Users should be able to paste screenshots of error messages, notifications, etc., into the online request submission form. As of right now, they would have to paste the screenshot into a Word document and attach that document to the request.
Ability to not allow the requester to add notes on a closed request
Ability to not allow the requester to add notes on a closed request
Updateable Department and Site on the Request
It would help us greatly to have the requester's department and site right on the request, maybe next to the requester's name. Technicians should be able to change the department and site, because some requesters work at more than one site (more than one PC) in the course of their workday.
'My View' Can Switch Between Requesters Tickets or Entire Helpdesk
The 'My View' option for a requester only shows statistics for tickets they have submitted. I would like the user to be able to see stats for the entire helpdesk (requests only to beging with) as well so they can see the current workload. The counts I would like are 'Submitted this week', 'Closed this week', 'Pending total', if limited to three as is the case for the requesters counts only.
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