SolarWinds Service Desk already appears to provide a Microsoft Teams client integration, and the documentation says users can log in, create tickets, view tickets, see ticket details, add comments, resolve tickets, and use live chat with an agent from within Teams. The documentation also states that tickets created through…
Hey! I'm unsure if this has been raised before but it would be great to have sub-sub-categories. Our company has ave SO many categories that sit with in sub categories so this would help clean up our ticket system immensely meaning it's easier for end users to navigate and raise tickets. Is there any plan for this? Cheers!
Case#01200074 When we receive a new ticket, we will typically assign it to an admin, then assign it a category, and add a note. When we do this, the user receives about 4-5 emails back to back to back. We get questions and complaints about this all the time. It would be a good feature if the system sends a single email…
On Service Catalog items it would be great to have the option to change the wording on the Submit button away from "Request Services" as this verbiage easily confuses people. Ideally I'd like to simply see a "Submit" button. Additionally, It would be great if we could move the button to the more local location to the…
I would love to see some more filter options when it comes to CSAT as we have internal tickets that are requested and assigned to the same person we should be able to filter these out either by adding a Tag or something.
Hi. It would be helpful if the service portal home page useable space could be expanded. Currently there is a lot of blank space that could be used for more widgets etc. Thanks
It would be great if Service Desk had an NOC view that didn't consume a tech license, that was customizable to show outstanding tickets, waiting ticket counts, techs on duty (signed in), like the same way Solarwinds Orion does.
We have a large form in the service catalog and I don't understand why the checkbox field type always shows in the ticket, even when unchecked. When other field types are left blank, they don't appear in the ticket. I would like an option to hide any unchecked fields, as it can become difficult to read due to unnecessary…
We would like a bulk merge function. Currently we have the ability to perform some aggregate functions on tickets, but joining related incidents is still manual and therefor laborious for some tickets Manually merging 1 child ticket into its parent ticket one-by-one is unnecessarily time consuming Please let us know if we…
As an Administrator, I want the ability to use automation rules to evaluate when a field is null (unset) and assign a default value. Use Case I am implementing a Priority model driven by Impact and Urgency custom fields. To support consistent SLA assignment, I need to ensure required inputs are always populated. Example…
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