Hi Folks,

Hello Everyone. I have been using SDP for several years now. I get a feeling that SDP has all the features but they are incomplete somewhere or the other. Below are the few features which I think would make certain modules complete.

1)SLA:- While sending escalation email there should be an option to choose the color of the email for example response violation should be in orange and resolution should be in red. Also there should be an option to re-assign the escalated ticket.

2)Requests Status: As of now there is four ootb status in the system. a)Open b) Onhold c) Resolved and d) Closed. For instance I have 2 support groups hardware and SAP team. I added custom status like testing UAT awaiting user response etc. for hardware it will be pending from 3rd party, awaiting vendor's response etc. These custom statuses are exclusive to their respective team. I don't want the hardware team to view the SAP team's statutes. I should the ability to assign the status to support groups.

3)File transfer and chat option in the SDP Agent.

4)Ability to created widgets and custom dashboards just like you have in SCP/OPManager. SDP is your bread and butter. If other products have the ability why not SDP. Management Info dashboard will give the product a wow factor.
With the current dashboard customization option I feel that you gave that option for name sake or maybe just because everybody was bogging to give this option and you included it in hurry burry.

5)SCP has introduced a beautiful feature called time spent report. Please include the same in SDP it will make your query writer's life easy.

6)I would like to remind you that you have a survey module which you haven't touched/enhanced in several years. Please include the below options
  Ability to schedule the survey like once in 3 months, 6 months, yearly to the entire organization
  Ability to exclude certain user groups or user while sending surveys

7)Contract management has improved a lot. It will much nicer if you give the option to add the SLA on the purchased product from the vendor. It can either product level or asset level

8)Granular or Advanced permission for Asset Management module in the roles section just like to have for the Requests.
Example: I should have ability to restrict the view of my SNMP devices to my desktop technicians

9)Bar code scanning is been under process for ages now. Please bring ASAP.

10)Other ITSM tools like LANDesk, BMC, HP, Cherwelll has the CTI integration option. Your own product SCP has it. So why not SDP ????

I very well know that for the above features I will get a standard answer from one of your employees. But I would request the Product Manager (Uma Shankar) to consider the above features.