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.).
We would like a way to customize the text in this message. We are trying to make it easier for our users to login by providing instructions for the login phase. Context: When users sign in, they are prompted for their email address > Account name. The account name is where users will get stuck and would be helpful if we…
Would it be possible to create a schedule report from Incidents and Changes? Generate and distribute monthly IT Service Desk reports during the first week of each month. Reporting Requirements: 1. Change Management Report (Prior Month) 2. Critical and High Incident Report (Prior Month)
We do not want tickets re-opened. It would be nice if anyone posting a comment via email to a closed ticket receive an automatic message that their comment will not be seen and to open a new ticket via the Portal.
We have a requirement (SOX - Sarbanes-Oxley) to document approvals for access to various directories. Access to these folders is controlled by Active Directory security group membership and requires the approval of the Group Manager. We have dozens of these groups and users may need and request access to several of these…
Hello team, I would like to request an enhancement to the Power BI Connector feature in SWSD. Currently, the connector supports a limited set of fields, primarily focused on individual assignee-level data. However, as our team has now fully adopted the Group Assignment functionality and completed the mapping of respective…
Would be nice to be able to set the initial message of the virtual agent to something other than the defaults, as well as change the initial options presented to people. EX: In our environment, we really would need 3 buttons made available, submit ticket (Incident), Submit Request (service Catalog) or view open tickets. A…
Would like the "thumbs up" reaction, etc, to not trigger the ticket to reopen. A thumbs up reaction is treated as a comment now, and opens the ticket. If reactions could be ignored for that trigger it would be great.
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