Hi,

 

My company is looking into replacing our current Helpdesk ticketing system and I'm considering ServiceDesk Plus. I have a few questions about functionality:

 

1. While integrating with Active Directory, can ServiceDesk Plus pull fields like Organization and Department from AD user object and auto set/populate these fields during ticket creation?

 

2. We're currently billing all tickets to jobs in AS400 system. Current system pulls list of jobs from AS400 and, if user doesn't want to bill it to any particular job, it goes to Service Request job, but if the user is working on a project and wants to charge Help Desk services to his project budget, he would choose appropriate job from a list. The problem with the current system - it pulls all the jobs under the sun and there's a lot of them, plus there's no search in dropbox field, so users have to wait for the list to load and then endlessly scroll to find required job. So the question is can this be somehow implemented with ServiceDesk Plus?

 

3. Can ticket be created by one user for another user? Let's say a new hire doesn't have an AD account yet and recruiting worker requests AD account creation for him. The request should be billed to a new hire, not to a recruiter.

 

4. Besides time, can a material cost be assigned to the ticket?

 

Thanks in advance!