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…
Allow automation rules to run only when a ticket is resolved by an agent or requester. Or allow to run based on Resolved by or Resolution code fields.
There is a inbuilt integration is available to generate/create from HCO to SWSD when threshold conditions are met. Would be great if same alert when cleared it should be updated/resolved in the SWSD as well. This will reduce manual work and pro-actively update tickets for effective communication.
As of right now the end user portal doesn't allow them to cc additional users after a ticket has been created. The cc, priority, due date, etc. fields are available when they create the ticket but not once it has been created. These are critical fields that a user should be able to adjust. We try to push users to use the…
When you are in Task page - when you click on "Source object" link it will take you to appropriate page in order to look at the details. Would like to see the "Task" tab as default instead of "Comments for everyone". This is to alleviate any confusion that user might have when looking at the ticket and eliminate extra step…
Would like to see site name appear on the page so we don't have to click on "Switch provider" every time to see if you are in the correct site (example: Facilities, IT and etc.).
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