• Does 'On-behalf of' field only works for those users in the same department?

  The 'On-behalf of' field can be restricted for Requesters based on Department/Site.This can be customized and restricted by making changes in the database.

  You may run the below query to enable the 'On-Behalf Of' feature:

  update globalconfig set paramvalue='True' where category='RequesterFeatures' and parameter='ON_BEHALF_OF_USERFIELD';

  You can restrict the Requesters to view the users in the application by updating the below query:

  update globalconfig set paramvalue='Department' where category='RequesterFeatures' and parameter='SHOW_OBOUSERS';

  The highlighted text 'Department' can be replaced with 'Site' or 'All' to restrict the users to to select only the users from the Site he belongs to or all the users respectively.

• How is the 'reporting to' field added for import from AD?

  'Reporting To' field is mapped to the AD attribute 'manager' and this field can be selected while importing the users through Admin\Active Directory\ Import Requesters from Active Directory option.

• Do users know when they are added as VIP?

  No,the users\requesters can't see whether they are marked as VIP in the application.

• What is the difference between 'user group' and a 'support group'?

  What is the difference between 'user group' and a 'support group'? Users with similar set of configurations or IT requirements can be grouped together to form "user groups". For example, "Mac users", "managers", "California day employees" etc. IT technicians can be grouped together based on their expertise or the types of tickets they handle to form "support groups" . For example, "Hardware", "Network" etc.

• Can task specific SLAs be applied for each service?

  Currently we do not have an option to set SLA's for Tasks.

• Can task custom views be setup?

  We provide default views for tasks in the application and cannot be customized.

• Can tasks be assigned to groups instead of just the technicians?

  Yes. The tasks can be assigned\marked to groups instead of technicians.

• Is the sequential task triggering available in MSP 8.3 edition?

  No. The sequential task triggering feature will be included in MSP 9.0 which is expected to rollout by the end of this year.

• What is the use of task dependencies?

  Tasks dependencies helps you to set up dependencies between the tasks and to trigger the tasks in a sequential order.

• How to measure time spent on a task?

  If you are looking for a worklog report on tasks, please refer to the forum link below that will lead you to a discussion on the same.

  https://forums.manageengine.com/topic/worklog-report#49000006251167

• Is there a way to setup a recurring task for things such as quarterly reviews?

  Preventive maintenance tasks can be configured to setup recurring tasks for things such as quarterly reviews. You can make use of the periodic or monthly schedule option to configure the same.

• How to search all deleted request templates?

  Once a template is deleted, it cannot be retrieved back.

• Why is 'send an email' not available as an action option in business rules?

  We do have options to send out notifications to technicians when a business rule is executed. However, we do not yet have a specific action like 'send an e-mail' for business rules.

• Can I know how long a request was present in each of the status?

  Inside each request, next to the History tab, there is new feature called 'time elapsed analysis' which will show how long a request was present in each of the status.

• Do we have reports to do time elapsed analysis?

  Currently there is no option to run a custom report based on "time elapsed analysis" but you may send us your specific requirements to support@servicedeskplus.com and we will try building a database query for the same.

• Can I create additional fields with dependencies?

  Currently there is no option to create additional fields with dependencies.

• Can you merge users similar to merging requests?

  Currently we do not have an option to merge users in the application. We are working on releasing a feature that will help you to merge requesters based on their names or e-mail addresses. If you want this feature, you can send an e-mail to our support team at support@servicedeskplus.

• What module/license is required for 'VIP' feature?

  VIP feature can be found across all the editions.

• Is it possible to remove duplicate users and re-sync with AD?

  Currently we do not have an option to remove the duplication of users in the application. We are working on releasing a feature that will help you to merge requesters based on their names or e-mail addresses but we are going to soon release a feature that will help you to merge requesters. If you want this feature, you can send an e-mail to our support team at support@servicedeskplus.

• Can we have a dashboard of our assets?

  There is already an assets dashboard provided under dashboard and under assets tab.

• How do we duplicate projects?

  Currently, we do not have options to duplicate projects.

• Can a task be changed to mark after it has been assigned to a technician?

  Yes. You may need to first remove the association of the Technician and Group from the task and then the Tasks can be marked.

For further queries, please drop a mail to support@servicedeskplus.com