Mobile app - asset scan option in SDP MSP
In the SDP MSP mobile app, both Android and iPhone & iPad did not have the option for Asset scan and asset details. few customers demanding this feature to have in the SDP MSP app.
Resource Questions: Table format option
Hi, I thought I saw this either on the Road Map or Feature list but can't find it now. Is there still plans to introduce into the Resource Section the ability to add multiple items in tabular format. Working scenario, the Records and Archive team get
Add Billing Contract to Email Command
Add the ability to set the Billing Contract to the Email Command as it will help set up a ticket automatically.
Automatic status change
Whilst the new version of the product allows for a scheduled status change when setting a status, I was would like to suggest an elaboration on this: A setting which allows me to select one or more status's to be changed from the current status to Open (or a selectable status) after a certain time has passed and then also notifies the technician. E.G. We have a status called Awaiting Response which we set the request to once we have requested more information from the requester. I want Awaiting Response
Any update on feature for asset replenishment or consumables
We are currently trying to implement SDP MSP to organize our storages to keep track on spareparts and consumables for our MSP sites and our customers. I'm hoping this feature is not far away and that you could prioritize this.
add Ukraine translation
Hello. please add Ukraine translation UI
Changing the Customer Account after Ticket Creation in MSP
Sometimes we redirect Mails via Outlook to the Ticketsystem because a customer sent ít to a wrong adress (e.g. to Sales instead of IT). If we do so, the Ticket is connected with our Company instead of the Customers. It would be very Helpful if we could change the Requester in a Ticket, regardless to the Account it is connected to.
Search for requests by requesters?
Hi everyone, if I don't miss out on anything requesters are just able to search for solutions and open request details via ID. But they don't have the possibility to do a fulltext search over requests like technicians are able to perform. Is that correct
Requesters are unable to search requests by keyword
What we would like is for our external customers (requesters) to be able to search all the text in a request (description and replies) using a keyword search, the same way that a technician can. At the moment they are only able to search solutions but being new users of the system a lot of their historic information is not in the solutions database so they are unable to search.
Last Update time - Update on work log entry
Hi All, It would be nice if the "Last Update Time" field updated when a work log is entered. Currently this field only updated when the status change's however this is not always a true representation of the last update of a call. A technician can update the work log of a call but it could still be considered as open as it is not pending anyone and actively needs work hence is not on hold. Or in the case of high priority incidents they would remain open however work logs would be put in to update
import contracts per account via API
for the supportcenter product there is the API to import contracts https://www.manageengine.com/products/support-center/help/adminguide/api/api-contract-operation.html ... for servicedesk there is no such thing?
Relationships between accounts
It would be nice to be able to add relationships between accounts. We are currently using sites to settup a parent account / child account relationship however doing this we lose the ability to sync the child account ( site) with quickbooks. I would
SITE change
hi I have a service form and set for it defult site,group, technician. when a user want to send a ticket my defual field dont change and thats ok but whern a technician as requester want submit a request, the defult site that I set change and its a problem
Change Calendar - Viewable via ServiceDesk Plus MSP Mobile App
Please add the ability to view the Change Calendar within the ServiceDesk Plus MSP Mobile App This is important as it provides a simple way for managers and account managers to find activities scheduled for their customers
Sort Picklists in System Fields like Status, Category, and Subcategory
Hi, I know ManageEngine has recently allowed sorting of picklists in custom fields. However certain key system fields are still force sorted in alphabetical order - which causes problems for me, especially on Status where we want to have workflow set
The feature to manage Assets is included into the Mobile app for the MSP On premise version?
I saw the feature available in the non MSP version.
Global Billing Rules
Hello! In my adventures with ServiceDesk MSP we've had configured many billing rules for specific Contracts. I'd like to know if there is a possibility to create a global billing rules which will be executed regardless of contract? The Idea poped in my
SDM fetch AD user photo
hello is it possible to configure SDM to show user profile photo from their AD attribute ( AD photo schema) ? thanks soheil
Automatically remove entries in the CC field from a request
Hi, We would like to see a feature for automatically removing entries in the CC field from a specific requester. Explanation: We have a customer that sends request to us, and also in every request CC's a lot of people and distribution groups that also needs to know about the ticket created. When we communicate with the customer, it's easy to forget to manually remove all the CC's, so it gets sent out to many people and groups who don't need to see the conversation. Also, if we set the ticket to "Resolved",
How to import\export all assets using CSV?
We have more than 20 CI Types which are managed as assets and we put all of them to the XLS file. Now we want to import all of them at once. How can we do that? Also it would be great if we can export all the Assets to be able to correct mistakes and import back corrected file. It is a pain to edit every single asset/product using SDP MSP. Excel does it much better.
Consider resolution as first response
Hi, I want to 'Consider resolution addition as First Response' to prevent First Response SLA violation. What should I do? Thanks for helping
How to integrate ADSelf Service Plus to ServiceDesk Plus MSP
Hi, I wanna to integrate ADSelf Service Plus to ServiceDesk Plus MSP, but can't find this menu. What should I do? SDP MSP 10.5.03 DB: MS SQL
Cannot remove CC'ed users without sending a reply and manually editing out the CC line
There should be a way to edit the CCed users on a ticket, similar to editing the owner of a ticket, editing the technician, etc. Having to hit reply, manually edit the CC line and then hit reply is a tedious and seemingly pointless task since the functionality to edit the ticket in many ways is already present.
How to limit Broadcast to a specific support group?
Is there a way to limit the Broadcast Message to a specific support group? The reason for this is that every broadcast does not mean everyone should know. In some cases, there are specific groups that needs go know a specific message - Network team only, Service Desk Team only, etc.
Custom Tab on Request
It is great that we can put Incident Custom Fields on, but it would be more useful, if we could add 1 or 2 custom tabs which can be renamed..... Details, Resolution, Tasks, Work Logs, Time Analysis, History, CUSTOM TAB 1, CUSTOM TAB 2 and then have the ability to place custom fields onto these tabs.
Problems Module
Please increase the size of the Incidents tab in the Problems module.
CAB/Request Approval
Our organization has recently moved to SD+MSP and are encountering some process issues around the segmentation of accounts. While in most organizations this makes sense, in ours it creates issues. Examples; · Employee onboarding. Employees from say account #1 may need access to resources at account #2. We would like to be able to add approvers from account #2 to the request that is under account #1. · Change Requests. We would like to have CABs that consists of individuals from
How to move change ticket from one account to another
Is there an option in MSP to move a change ticket from one account to another? Right now, this is available on the Requests module.
Feature Request - Schedule Repport - Export to Folder/File location
I'd like the ability to schedule a report to drop a file into a folder location instead of outputting as email. I have a number of scripts I use against some data sets and this would be completely automated if I could get ServiceDesk to export the csv or xls report directly to a file location
how can disable or hide Site and assets
i want disable or hide site and assets option in Incident template for requester view, how can?
Merging requesters MSP
I know there is a built in function for merging requesters in the non-MSP version, I think it came in the 9412 build. Is this function on the road map for the MSP?
Worklog Type
when viewing the available columns on the worklog details section, the worklog type is not available to view as a column. Can you confirm if this will be added? if so, when is this due to be available. Thanks Rory
Account Documentation
Is there any feature that I'm overlooking that allows technicians to save documentation for accounts or sites? It would be nice if a tech is working a request that they could just click over to the documentation for that account or site and view things like IP addresses of key pieces of equipment, server OS versions info, usernames, passwords, etc. Right now we document that stuff separately, but having it built into the Service Desk seems like it would simplify things.
site details in incident creation screen by Requester
Dear Team, can anyone suggest the possibility of the adding site details and region field in the incident creation screen by Requester, so that when requester log the incident , he should have option to select the site details and region from drop down option. Regards, Manoj
Require assistance with Custom Scheduling JSON Custom Script
Trying to configure custom schedules to read from SLA Violated reports and email technicians per overdue request to remind them daily @6AM EST. Require assistance creating the custom script in JSON format to read into ServiceDesk and email out to technicians per email address specified under technician profile?
Habilitar cantidad de tickets service desk
Buenas Tardes Quisiera conocer en que parte de la administración del Service Desk se puede habilitar para que en el portal de usuarios, puedan ver la cantidad de tickets abiertos. Gracias. Cordialmente, Erika Pardo
Dependencies Map - No Jump for line cross
Is there a plan to redesign the Dependencies map for Service Catalog? Right now, the design highlights the line when you hover your mouse on a task. One thing that can solve this not so good design are line jumps in workflows:
Home - My View
Hi, Is there a way to customize the Home > My View interface? The current one shows Requests Overdue, Requests Due Today.... Can this be customized?
Task - Customization
Hi, Is it possible that I do customization on the Task layout: remove some fields like Group, Estimated Effort...
Hiding Accounts
Hi, We have accounts for clients that have already terminated their contracts. I want to hide those accounts from appearing to the technicians without deleting the accounts. Is there any way to do this?
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