Customizing Software Categories in Asset Management
There is currently no method to add more software categories in the asset management component of ServiceDesk. This is needed to support the (potential) thousands of applications an enterprise company might support.
UserID column in request views
One of the column options I would like to see in a request views page is UserID (in addition to the full User Name currently available).
Restoring customized notification templates
Inevitably, when you allow for customization, you may from time to time completely screw up a template and want to say to yourself, "I want to start over." With the ability to customize message templates, I'd like to see some sort of "Restore to Default" on each one....individually, of course. I wouldn't want a restore to affect ALL templates, etc.
Asset History of Changes and Updates
I ran through an excercise of creating a PO, approving it, and processing the asset into the inventory. After completing that, I accessed the "Cost" tab and changed the purchase price from $999.99 to $9.99. From what I can tell, this modification of the asset is not logged in any history...anywhere. There is a HISTORY tab, but the only things logged there are: State is set as In Store. State changed from In Store to In Use. Assigned to Department Network Services Nothing states I modified the asset
HTMLAREA Form field rich text options and Tab Button/options
One thing we would like to accomplish with notification templates is a tabbed output, which I know you can do with HTMLArea, but that function does not seem to be enabled within ServiceDesk (at least, there is no 'tab' button in the GUI). The notification template we're trying to define has the OBJECTS on the left (request ID, Name, Contact info, etc.) and the VARIABLES on the right. Currently, without tabbing, we can only perform the following: Request ID: $RequestId Name: $Name Email: $Email ..etc
Hide Technician Assignment in request history to REQUESTER
It doesn't do any good to strip out the "Technician" field from a request, so that the user can only see what Group has ownership of their ticket, if the TECHNICIAN ASSIGNMENT HISTORY is accessible by the Requester. Should be made more generic from the Requester point of view from: Technician changed from None to John Doe (to) Technician has been assigned/changed
'Transfer to' button to move multi-requests to a Group
In order to reassign a request to a different group, you must go all the way into the ticket and edit the GROUP field. A "Transfer to" button, much like the "Assign to" button would be beneficial to move requests easily, or move multiple requests easily. Or, add GROUPS onto the top portion of the "Assign to" button drop down options.
Ability to define/customize Work Log TYPE
SupportCenter has ability to define and customize the Time Entry TYPE drop down options. It also has the ability to report on time entries by TYPE. Both of these features are missing from SupportDesk.
Rename 'Work Log' to 'Time Entry'
Rename 'Work Log' to 'Time Entry'
SLA information for request not available when viewing request
When viewing a request as either a user or a tech, which SLA applies to the request is not visible. This may be interesting information in some environments.
Created date should be available in request title
In SupportCenter, the following information is found at the top of a request: ------------ Request ID : 129 | Created On : 28 May 2008, 14:43:42 ------------ The "Created on" is not currently available in in ServiceDesk.
Rounded menu tabs like SupportCenter
The tabbed options in SupportDesk are angular and square. The "Rounded Pill" menu tabs within SupportCenter are more visually appealing.
Work Log activity included in History
New Work Log entries and the deletion of work log entries are NOT logged in History. They are significant updates to a request that should be logged.
Created Date should not be editable
A tech should not be able to edit and manipulate the Created Date. This should be a fixed data field in the database.
Task created/assigned to self to NOT generate email
It is useless to send yourself an email about a task you just created and assigned to yourself. You're aware of your own actions.
Ability to see if Requester has viewed ticket(s)
Would like "View History" for Requesters added to History tab. If a Requester logs in, views a ticket, would like name, date, time logged in history.
Additional column options in Request views
The ability to display these column headers in request views would be a nice addition: 1. Close accepted (yes/no) 2. Duration (from open to close) (dd:hh:mm) Example: 7d:19h:12m
Custom columns determined PER VIEW
"Date Closed" is an irrelevant column in an "Open Requests" view. The ability to customize which columns are displayed should be specific to the VIEW being selected. It doesn't make sense to have a "Status" column in a "Requests on Hold" view. All those requests have the status of On Hold, that's why they are in that view. Likewise, a "Me or My Groups" view doesn't necessarily need the GROUP and/or ASSIGNED TO Columns. Each view should have the ability to display their own custom columns. Currently,
Edit default system views in Requests
Ability to edit view parameters, to include rename or "hide" views from Techs, all system views. Built in views such as, "My Requests on Hold", "Requests Due Today", etc.
Customize email notification on NOTE added
When email is sent to technician, need ability to customize note, including several variables such as: Note sent by (logged in tech) Request title Requester Name Requester email Requester phone Requester Department Assigned to Group
Customize column headers in Requests view
Ability to rename columns like "Assigned to" to "Tech Assigned", etc.
Request Link variable able to be inserted into Tasks (w/others)
Variables for "associated requests" with a task to include; Request ID # Request Link Request Group Request Assigned to -- Confirmed variables that don't work -- $RequestId $Title $Description $Category $SubCategory $Group $RequesterName $RequesterPhone $RequesterDepartment $RequestLink $RequestType
Change wording on resolution
Change: Click here to compare the resolution (to) To: Click here to view the resolution There is no "comparison" being performed in this operation.
Better utilization of Tasks real estate screen space
"My Tasks" displays 15 characters of task title and (N/A) or scheduled start time. On screens with wide displays, additional title information could be displayed. There is a lot of "white space" to the right hand side of the task resource that is not utilized.
Request approval page should include RESOLUTION
Approval page should include RESOLUTION to be approved. With only the ticket details, with no conversation history, no notes, what could possibly be "approved"? This assumes the approval process is for requesting approval to resolve/close the issue.
Asset issues - missing product names for new assets
Since we updated to Version : 7.0.0 we have issues with the Asset area. When we create a new Asset the Product Name drop down list doesn't show all the products that are correctly entered in Asset management - product area. How do we get all the products to show up in the drop down list. Thanks! Ted
merging calls
how do you determine when merging calls, which call maintains the "ownership". For eg call 1 subject A details A1 call 2 subject B details B2 merge what is subject and details (A or B)
How to create SD as an icon on desktop of the entire network
Hi Need to know how can we make servicedesk to appear as an icon on the desktops of comps in the entire network.. so that the users can access login page by clicking that instead of typing url on the explorer each time.. Thx Srikanth
How to Stop Unassigning by Technicians
Can someone advise what i can do to stop Technicians unassigning request to unassigned. Is it possible to only allow techs to assign to someone else, not just the group level. We have a number of techs that prefer to change request allocated to them to unassigned and put it to another group than work on them. I know I can see the history of request but when they go to another queue they are kind of out of site. Hope this makes sense?
MS SQL Database Performance & Servicedesk
I've been doing some investigations into the performance of the SD+ DB on MS SQL Server, with a view to improving query response speed, specifically when searching for information contained in a request. I�ve noted a few interesting points. 1. The good news�. By using the SQL performance tuning wizard (I know very lazy of me) and a sample workload (activity) file I�ve been able to gain a 40% improvement in overall database performance! Essentially a result of series of new indexs and statistical
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
User Department Dosn't update
Hello We have scheduled a daily import of our users from active directory which seems to be working. We have been updating the "department" field which is successfully updated in the list of reqeusters. The problem is, that the users have already been auto-asigned to an asset, and the department field is not updating here? Is there... Anyway to refresh this data? Anyway to delete all the auto-assigned users, and re-autoassign? Thanks Bill
Email external vendor from ticket
I'm trying to email a vendor directly from a ticket, and the message keeps failing, but I've had no trouble emailing anyone in our system. Is it possible to email externally from within a ticket? If so, can you determine why I cannot?
Scanned software report
I need to be able to run a report that lists scanned software and what workstations it is installed on. I want to specify which workstations I want in the report. If I specify four workstations for instance, I need a report that says wht software is installed on those four stations in the following format: Software Workstations Adobe Reader WS1, WS2, WS3, WS4 Acrobat Standard WS2, WS4 and so on. Thanks
How can I delete the subject column from the request form
Hi Need to know how can we not have the 'subject' column from the requester form.. There is no option to deselect in the request form customizer.. We already have an additional line for our purpose which acts as subject line so can we anyway get rid the 'Subject' line..
AD Import Questions
We are working with the Demo version of this product and are pretty happy with the functionality. I was wondering if there was a way to mark accounts to not be imported again. We have a number of "service accounts" that get imported from active directory, if we delete them they are imported again. Is there a simple way to mark them as "hidden" or "disabled" so that we can clean them from the list? On the same note, is there any conditions you could put on the import, ie if not department, don't import.
What is the point of Regions/Sites?
What is the point of defining Regions and/or Sites if you cannot associate Requesters with those? The only thing I see when I edit a Requester is Department Name, and the ability to allow/disallow "Allow to see all requests for the department". Unless I'm misunderstanding how Regions/Sites pertain to other companies, I invision having each user associated with a site, with Regional Managers (other users) associated to regions, and granting the ability for Region Managers to see all frequests for
Audit report of User Roles
I need a simple report that shows a list of all of my users and which Roles they are members of. I can not see to find a single place to list that, the best I have found so far is individually under each technician where i would make the change. Hopefully there is a way to generate this in a report format for audit control reasons.
Generate Reports by Request Type
Hi to all, I want to create a monthly report sorted by request type, but I can't find request type on list. I mean, I have 3 (three) types of request types: "incidence", "support" and "maintenance", and I want to know how much requests were each on them. Any suggests? Thanks for your support Regards Jordi
Integrated Training Plans (Skills Assessment)
It would be nice to create a skills self-assessment survey that ties into a training plan. Trackable via SD. It is critical to providing quality support to look beyond the current request or issue and see a trend "This person would benifit from Word07 training..." click a button and an invitation to participate in a free MS training session.. hey they are out there. Eg: http://office.microsoft.com/en-us/getstarted/FX101055081033.aspx
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