Comments on: ManageEngine ServiceDesk Plus 9 Released, Disappoints

By: Arvind Parthiban

Arvind Parthiban — Tue, 04 Mar 2014 15:44:07 +0000

Hi Erik,
We completely agree to your point that our UI needs improvement. In this fast moving world everyone wants the UI to give a ‘wow’ experience with minimalistic clicks which has to be constantly updated and improved. We want to inform you that we are aware of this and are already working on it. In fact we have a beta of the new UI already out and we would be glad to have you sign up in this program, if you are interested.
Your inputs will be much appreciated.

Sorry for the inconvenience, we will not let you down on the new UI. For further queries you can always contact me at arvind@manageengine.com directly.

Arvind Parthiban
Product Manager, ITSM, ManageEngine

By: Erik Blum

Erik Blum — Tue, 04 Mar 2014 15:04:15 +0000

In reply to Chris Blackmore.

Hi Chris,

Appreciate your comment.
It’s true that it’s possible to assign a technician but this solution is merely a dirty hack.
It can work well if you operate with 10-20 tickets. In that case this is not a problem,
in fact, you probably don’t need to assign technicians at all.

As soon as you have more than 80 tickets that is where the party starts. When you have 200+ tickets you have to scroll down to the bottom,
select ticket, scroll up, assign technician, scroll down. For each ticket.
I assume that most people use 250 tickets/view. If not, you have to click on next page for ages.

Now imagine that you scroll down, find a ticket that requires another technician.
Instead of using dirty hack, you hoover under unassigned or technician that you wish to assign/change, click on it and select a technician.
How cool would that be?
Not only that, it would save you some time, but most importantly frustration.
That’s just my opinion.
You may like and even prefer solution in place. For me, it’s useless.

By: Chris Blackmore

Chris Blackmore — Tue, 04 Mar 2014 11:58:41 +0000

I just wanted to comment on your irritation with the solution whilst assigning incident to technicians.

This feature is available within the product. Within the Incident list view you can select the tickets you wish to assign using the checkbox, At the top of the list there is a selection box ‘Select Technician’ this is where you make your selection from your Technicians, then click Assign. This method can be used for either a single ticket or multiple.

I hope this helps