Auto Signature block
It would be nice if service desk had an auto signature feature similar to that of microsoft outlook or other popular email clients.
Directly Assigning SLA to Requests
I want to directly assign SLA's to new requests, but it seems the only way I can do this is to create a priority or level, and have an IF statement within the SLA. It seems daft that I can't just select the SLAs from an SLA drop-down list within each request.
Requester's Department and Company columns in the Requests View
For example: The customer has a big extension of local area. So, when a technician is allocated for any place in this area of the customer, other technician checks if there is any other request in that area. If exist, this request is assigned to this technician and he did not waste time returning to his department and then need back to the same place. The number of requests is too high and the technicians would not be able to open request by request to find another request made by the same department
Requesters tab
Create requesters tab like in Support center
New Report: Requests vs Request Type
It will be great if in next version, SDP have a ready report about: Requests X Request Type The field Request Type today is not available in fields box in Custom Report Wizard.
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!
"Save and Resolve" button on resolution screen
When the "automated close" feature is enabled, currently a technician must enter a resolution, then edit the ticket and set the status to resolved in order to notify the customer. Instead, the "save and close" button should become a "save and resolve" button when this feature is enabled to streamline the process.
Template is required to request creation
We received some requests from some Brazilian customers asking for how to make obligatory that the customer need to select one Request Template to open a request. We know that today this is not possible. So, it will be a nice feature to exist in next version.
Customize Purchase Order
We would like to be able to add cost center information to the PO. I would like to see the ability to add fields for the purchase order. Additionally, our finance department assigns PO numbers... I would like to be able to initiate a PO without the PO number, and use a business rule that handles the routing of the PO through the approval process.
Support for multiple domains in ServiceDesk Plus
Please implement an identifier within the requesters table when importing AD info to show the domain the user comes from, to stop duplication of usernames within SDP. Currently the next domain import will overwrite any users with the same login name, and as I have 11 domains with 8,000 users you can imagine I have a few with the same name. We will not be able to move from a test to production environment without this feature.
Pipeline report
Create a pipeline report to monitor department/techie workload peaks
Check email durring business hours
Allow for service desk to only check and process email during operating hours. This will prevent escalation rules from starting on tickets entered when the IT department is not available to respond.
Unable to get to SD after setting up AD PassThrough
How do you disable the AD pass through... ?
Filter according to profile for category, sub category and item
They could add an option that following the group in which this technician, can be visualized or not options in the section of categories, Sub Category and item
A system of checklist
A system of checklist, which allows for checks on maintenance or tasks.
Importing accounts / users from ActiveDirectory
(Version 7.0.0, build 7012) Hello, Our company has quite a few records in AD. I only want to import a selection of these accounts (belonging to a specific (sub)company) and not the whole AD. I don't see no option to do this. Is it possible? If so, how? Awaiting your feedback, thanks in advance E. Wijnstra
Work log final format to match text entry paragraphing
The entry format for a work log allows for new lines, but once the entry has been made and is displayed within the call ll new lines are lost. This makes it difficult to enter detailed information, or rather to read any detailed entries.
Add "My Details" for technicians
All requesters have a My Details tab which allows them to update their department, change their phone number etc. However, for some reason technicians don't seem to have this. A rather useful feature methinks.
Bring Solutions display in line with Windows folder sorting
An option to change solution ordering from its weird, tabulated left-to-right ordering, to a top-to-bottom folder order in line with the way Windows handles it. This would make more sense given the column spacing.
Secondary sorting
Currently I can arrange my calls either by assignment or due by, but ideally I would want to do both, firstly arranging them into assigned to me and not assigned at all, then have those further arranged by the due by date. However, so far as I can see SD+ doesn't remember the last order it used, it only runs the primary sort.
Smarter date order/sorting
Currently if you order by Due By, with the ones due soonest nearest the top, then you get all the calls with no due by date above them. While this is logical owing to the nature of the ordering, it isn't very helpful, in the same way you don't order numbers 10, 1, 2, etc. It would be nice if the system was smarter in its ordering, with no due date treated as the latest possible rather than the earliest.
SLA (Respond vs. Close)
SLA's normally dictate the time in which a technician should make contact with the requester once a service request has been submitted. By using the SLA feature to dictate the time to close a service request, alone, does not adequately control the full SLA. The following modifications should be made to the SLA section: 1. Create a "Response" tab & "Closure" tab 2. Move the existing escalation steps to the "Closure" tab 3. In the "Response" & "Closure" tab, add a checkbox to enable/disable either
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.
Purchasing module updates
I request that there needs to be a way for PO clerks to add vendors and items. Requiring them to be full SD admins is security and segregation of duties violation.
Link to add Categories/Sub Categories from the Edit Request
I'd love for there to be an option in the Category, Subcategory, and Item drop down lists to "Add New". Or just a link next to the drop down to create a new one. I often find that when I'm editing my requests, I'd like to add another Item or Subcategory, but without a link I have to leave the request screen, go into the admin menu, and add the Item. I often get sidetracked at this point and forget what request i was editing in the first place. It would be very handy to be able to "quick add" these
Feature in SupportCenter Plus, Support team in/out status
There is a feature in SupportCenter plus that should be in the Servicedesk plus software. In the home tab you can click on support team and it shows everyone's status. We could use this for our various technicians to see whether they are in the office or out to lunch or available to accept tickets.
Apply Business Rules to other SD modules
It would be beneficial if the Business Rules section was able to be applied to the Asset, Change and Purchase Management modules in SD+7
Request filter choice
I would like to see a filter added to the requests screen that would show "My pending requests or unassigned".
Change info and type of graph in Global View
I would like to change the type of information or graph type on the "Home" tab when in global view. More accesability or options would be great for us to get an overview of what has been going on for that day or week or month rather than going to do a custom report everytime we want to view it.
Solution Print Button
I want to be able to print solutions without the SDP frame printing. This feature would be great for users because the current method looks a bit unprofessional. Can you please provide a print option to do this. ( currently only edit,delete or Forward options available) Actually The forward link is a workaround to this ( I forward the solution to myself as an email then print the email!!) Its not an elegant solution though! and certainly not suitable for end users Phil.W
SLA/Overdue status not changing
When a request is re-prioritized the overdue flag is only updated if the new priority is managed by an SLA. I have 4 SLA-managed priorities and a fifth that is not. When a request is reprioritized to the non-SLA managed priority, the overdue status should be set to no or false. Currently, it remains set to true. I am running SDP 7011.
SSL Support
SDP currently supports any POP/IMAP and SMTP service as long as there is no SSL Encryption. For security, we request that AdventNet include SL Support in their considerations as most users are migrating to SSL encrypted communication systems
Critical Alert On LogIn
We would like an alert that was shown apon login stating what the critical alert is. (IE: Exchange server is down, etc)
Pop-up notification client
A pop up notifier for technicians when a new ticket is added to their queue - kind of like Outlook can do, when a new email arrives. Or maybe send an IM, instead?
Associate Tasks to Change ID# or Request ID#
Currently, task notices are e-mailed to assignees, but the number associated with the task doesn't relate to the Request or Change ticket number. This makes it extremely difficult for assignees to add resolutions to Requests or update Change tickets. Tasks should be lettered (A, B, C...) & associated with their Request (or Change) tickets in notices. Technicians would then receive "Task 9823G has been assigned to your queue." and know which task to execute and which ticket to update afterward.
Auto discover other devices (printers/switches etc.)
I would love ServiceDesk to be able to scan (possibly by IP) and discover / identify any item that responds. Being able to auto generate a full asset list of my whole estate instead of having to manually set up assets. Then maybe an ability to attempt to open up a web page on that address. WOW what a godsend that would be. Nearly all these devices have an onboard management of some form. HOW GOOD WOULD THAT BE????????
Configurable "Jump To" option
It would be nice to be able to configure this option in SD+... Additionally, it would be nice to have the ability to add any number of web URLs here. I use a number of web tools to manage my infrastructure as well as my customers, and I beleive this would be a good enhancement.
Active Directory Updates to and from Service Desk
We would like to have the ability to edit requestor information form the help desk and have it update active directory as well. We would also like to be able to search ad changes more then once a day.
Agent to solve audit issues
Hello, Some times is impossible to audit machines that have installed Norton or Viruscan. So, it will be very important in these cases the possibility to install an agent to solve this problem. Regards,
UK Dictionary required
Default dictionary is US, I would like to use UK dictionary Can this be achieved in the current release? can the feature be added please? Phil.W
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