electronic signature
hi, we need feature request for end-user , we receiving a request for new assets like workstation or laptop . when the technician deliver the assets should requester signature in the paper , we need to change from paper to electronic in the SDP can you add electronic signature inn the SDP. thank you
TFS/Azure DevOps integration
Hi guys, Is there any update on TFS/DevOps integration? We are looking at how we create DevOps tasks from an SD ticket. Microsoft have a published REST API which I'm testing at the moment but would be nice to have this native in the product without custom
[SD-107072, SDF-108469] New Send Notification window in 14102
Hi The new Send Notification window in 14102 is really bad. When I responding to a request. In previous version I could resize window, scroll the request I responding to and move it to other monitor. In 14102 nothing of this is possible. It is stuck at
Reply template share with specific group or technician
Hello, If possible, I would like to request a feature on "Reply Template" access permission that can be visible to a specific group or technician. ServiceDesk Plus: 14.7 Build 14710
Reply Request Template - First Name
Is it possible to add a variable so that a reply email to a request uses the requestor's first name only instead of their full name ($RequestorName). Would appreciate this as it would make the email appear more friendly.
Auto edit-categorize incident
Hello everyone!! Just asking If there Is a way to configure the plattform to auto edit the incidents by a condition, EXP: If the word "internet" is In the topic of the incident, the service desk edit by itself the atributes according to what we have previously
Expiry Date Auto Fill
It would be nice to have the Expiry auto fill. For this to work, I would think that under the Product details, where you define vendor, cost, warranty etc... you would have a life-cycle field. You could set number of years that the unit is to be in production. We age out machines that are 5 years old. So I would put 5 years, or 60 months, however the field was set. Then when I put in the aquisition date, it would auto calculate the expiry date of the unit. Not to be confused with warranty expiry.
Hide Empty Fields when viewing Request
I've created multiple forms via ServiceDesk and Service Catalog for my organization. Some are simple and straight forward. Some are very elaborate and can hold a lot of data depending on the users needs when filling out the form. The more elaborate forms work. My Field and Form Rules expand and shrink the form accordingly depending on what the user fills out. However once submitted, the technician see's every single part of the form whether it was filled in with information or not. I understand that
Email reminders based on a due date
I currently have a custom request template which allows a user to input a date which they need a request actioned by in certain situations. I would like to setup an automated email reminder to the assigned agent either at the time of, or x hours before
SD and jabber client integration
Dear, Currently SD has only three notification methods: email, web and sms. While web requires the presence from technician whereas two others have been used only as alarms. The main problem is that these alarms are very often outdated, overloaded and totally annoyed. I discussed this problem with our technicians and was surprised that they just put 90% of email messages into mail trash. The integration SD with a jabber client could help avoid some of these problems. For example it will be possible
Update Help Card in Field and Form Rules
Hello, I am wondering if it is possible to create a custom script in my field and form rules to show information based on choices made in a request form. For example, we are building a template for creating a new email distribution list based on a standard
Add "user groups" as an option in the share request menu, or add "group Allowed to View" option in the user group section
Our ticket system is used by multiple departments. We want certain tickets to be viewable by people that may be under different departments. The only way to do this currently is by sharing the ticket, however manually selecting all the applicable departments,
Only displaying relevant solutions AND allow more filters for User Groups
I'd like the option of limiting the view of the solutions for end users to those the user requires. For example, not everyone has access to all the services in the service catalog, and so I'd like to reduce the number of false hits by removing these items from their view. I've been able to do this up until this point for services deployed to a site by creating a user group for the service and then applying a site filter, but this only works for the smaller services (as I have many sites). Once solution
Ability to display MultiSelect and MultiCheck fields in Request List.
If an Additional Field is a "Multi Select" type (regardless whether Multi Select or Check Box sub-type), then in the Request List it is not available as a column to be displayed. Please make this available, even if just read-only. Thank you.
Option to add additional fields in the resolution tab.
Sometimes the technician has to add extra information about a ticket solution, for example: affectation time, if the solution was definitive or temporary, etc. Currently the technician has to enter the details tab, go to the ticket properties and add
Filter Problem tickets
option in the problems module to be able to filter the "problem tickets", something similar to what we have in the requests module and in the changes module.
Submit to ServiceDesk button in Outlook
A plug-in for Outlook that creates a toolbar button. This button, when pressed could automatically submit an emailed request to ServiceDesk with the original sender listed as the initial requester, and the technician who submitted it as the assigned technician. This could help with all the emailed requests.
Include additional Notification Method Teams Webhook
As a IT operations team i want the ability for business rules to be able to send notifications specific groups of administrative users via Webhook into Microsoft teams channel OR direct to the administrative user. this is because email is not their primary
[SDF-70265] clickable hyperlink within field OR link solution page to a CMDB entry
11.1 Build 11123. Professional w/ CMDB and Service Catalog added component. This has been discussed before. posting in case there has been an update or work-around from anyone. I would like to create a custom field under a CMDB entry containing a hyperlink
[SDF-103120] Changing request status on reply introduced more clicks...
On version, prior to 14.1, all I had to do was to select an option from the drop-down menu when replying. Now, another popup window pops up (On Hold Scheduler) and then you have to click the button. We don't use this feature. How can I disable this?
Subtasks in Project Management module
Hi, Do you plan to add subtasks feature for Project Management module? It will allow WBS creation which is a defacto feature for pm softwares.
How to remove "unwanted" scanned nodes?
Hello SDP, SCCM scan and upload thousands of unwanted Software. It scans the C:\ prog directory and define components or unused shares as a Software. My first potential issue with that, is the license consumption. I guess a software scanned and uploaded
Task to be completed check list
Hi, I'm looking for a way to create a pre-define template as a task to be completed check list similar to the Incident Template. The technician should be able to tick off the items on the list, add note then close the task as completed. Would be useful as a check list for the user disable for example when it comes to auditing time. Thanks,
Disable users
Idea: Disable users ( requesters and tecnicians)on servicedesk plus is good idea beacuse When move or leaving the organization, username should be disabled but its information should remain
FAILURE :Exception occurred while performing the operation
Hello all, When I try to delete a CI in the CMDB, I get the following message: FAILURE :Exception occurred while performing the operation Any idea what the cause could be? B
Service Desk Plus Professional with Project Management Module
Good day all, we are on Service Desk Plus Professional 8.2.0 Build 8212. Where can we find/download/add/buy (or whatever is needed to do) the project management module? we are interested in Thanks
Preventive Maintenance Tasks - running at SLA hours/operational hours
Hi, Team, It would be great if someone could configure preventive maintenance tasks to run only during operational hours (without weekends or holidays) - like on business rules, custom triggers or request timer actions, for instance. It also could have
Approval Report
Dear Team, Thank you for the support. We have been using ME SD Plus in our organization for Service Management and leveraging workflow features to develop some automation for Business and it is working well. However, one of the limitations of the system
Checklist API
Hi, I want to update configured checklist by API call. I searched in API document and didn't see it. Please add this feature in next release. My Scenario: In SDP ESM, I have an HR instance. In this instance, I configured a service catalog as "Hiring
[SDF-94388] Mandate Request Closure Code for resolve request
Hi, How to mandate Request Closure Code before close or resolve request. I want to check the success rate of requests. What should I do? If there isn't feature, please add this feature in future release. Thanks for helping
Feature Request: Include variables within Task Module
I did a search and found other requests that I think were looking for a similar solution to this - but none pinpointed exactly what I think others were asking for so I will try to explain here. We have a new hire request template - within this template we have tasks which are set to populate depending on the job title selected by the hiring manager. Different titles will select or un-select different tasks which will then trigger or assign themselves to the appropriate administrators so that accounts
Lacking information when trying to find (Change) Requesters
More often than not, Requester lists only show peoples names. I don't know about where you live but here it's quite common that people have the exact same name and are different people. OR it's the same person but different accounts (Staff + Student).
RLC transition for Requester
Hi, I want to design RLC for requests that requester in resolve status can reopen and claim on request by click transition button. I know requester can add replay and reopen request, but I want to clear this for requester by transition button. Is there
[SDF-60764] Major Incident - User log call from announcement
Hello, In a previous system I've used you had the ability to raise a "Major Incident" call that appeared in the announcement section of the Self Service portal. The end users then had the ability to read the announcement and click a button to confirm
Link and Merge Requests from "Previous Requests" view
Often, when we want to link a request to another request, both of the requests are from the same Requester. It would be handy then, when looking at the "Previous Requests" view, to be able to select items from that list and link or merge them into the
SLA Escalation notification sent to respective groups
Dear Team, Currently we are sending the SLA escalation to leads and $ticket owner instead of leads can’t put groups using $ group_name that should sent respective assignment group. Incase if that ticket is not assigned to any group in that case, it should
Way to add more additional fields?
Hi everyone, we are running short of additional text fields on Request side, there's a way to expand them?
Additional scheduling options
Could you consider adding additional scheduling options for reports and preventative maintenance task please. What I'd like to be able to do is schedule work for the last monday of every month as an example. Also the monday of the last full week of a month. Maybe the easiest way to do these obscure ones is to allow a calendar type picker and allow multiple dates to be selected and it create a schedule from that. If it is essentially a manual scheduling process, maybe it could have an option to send
Who viewed the announcements!?
Many users always complain that they did not see IT's announcements about the service interruption. And they blame the problems on IT. This is a big problem. Maybe they are lying! In my opinion, add the ability to add the total number of people and the
[SDF-60437] Consumables and accessories
How can define, add and manage Consumables and accessories in CMDB? Such as: Patch Cord Cables- Sockets- Printer Cartridges, RAM,CPU-HDD, HDMI & VGA Cables-DVD & etc...Like managing parts warehouse. What's best practice for it?
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