When an end user adds comments to a closed ticket which it reopens the ticket. They can setup an automation rule to have the end user open a new ticket. Is there a way to disable the comment section so the end user is not able to add comments to a close ticket? They are aware they can choose to toggle off the "reopen…
The admin shall be to update the View in the My Tickets view for the customers to ensure internal information related to ticket resolution is not available for the requster Currently it displayed the whole information related to Group Assignement, Assigned to, Due Date etc. are not required, these can be removed and ticket…
Problem Statement Currently, the Subject field in the New Ticket window is a free-text field. This leads to:Inconsistent subject naming Difficulty in categorizing tickets Reduced reporting accuracy Slower triage and routing A structured and dynamic dropdown would significantly improve data quality, automation, and user…
There is currently a hard limitation that prevents automation rules from using custom date fields as conditions. It would be great if SWSD could support using a custom date field as part of its conditions.
I would like to be able to create custom states for Service Catalog Items, besides the built-in "draft","internal","Approved". These could include "testing", "in development", "template", etc.
Today, we're limited to "Draft", "Internal", and "Approved" states. It would be beneficial if we could customize those states in the same way we're able to customize incident states.
We are observing multiple group reassignments for incidents and require a method to record the number of hops, either in the incident list view or in the reporting module Ex: Ticket is assigned to Service desk team initially and later assigned to Server team and then to Network team. So there are 3 hops here I checked the…
We are going to rely pretty much exclusively on the "Other Assets" for all of our Asset management as the pre-set asset types won't work for our needs. Because of this it would be great if Form Logic was working on the "Other Assets" forms. The UI is in place to add form logic during form design, but Form Logic doesn't…
When an email is sent to Service Desk, the incident is created in the name of the person who sent the email. I would like the ability to send an email to service desk to create a ticket on behalf of a user / requester. Once the email hits the system, it is placed in the appropriate users name, and i am not required to go…
Hello. One of my departments that is currently using Service Desk to manage their tickets needs to attach files to their comments. These files include, but not limited to PDF and Word Doc. From my understanding the only supported file type at this time it images. Would really appreciate the opportunity to utilize the drag…
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