We have solar winds service desk service requests that need tickets to end up in a different category or subcategory during their lifetime. So a case starting out with a more general assignment: Needs to change so a different group of techs can see and act on the ticket: We already handle the updates of "assigned to" and…
We have several custom fields in a ticket that have to be included in response templates. We want to include them as variables to speed up the messages.
The new approval reminders are great, but they don't seem to care about days of the week. A user submitted a ticket mid-day Thursday, and yesterday (Sunday) I got a reminder that this approval had been pending for 3 days. In reality, it had only been about 1.5 business days. So when I came in today (Monday) I had this…
Instead of rebuilding a new custom form with a format that's very similar to an existing custom form, I think it'd be great to have the ability to clone an existing custom form, then we can change it around a little bit. This will cut down a lot of time when trying to create those larger forms and avoid having to manually…
With the changes coming to the maximum length of time certificates can be valid, it would be awesome if there was a way to automate this replacement. While it will still be manageable for the next few years, it will eventually be untenable to do it manually for all the different certificates we have to manage in IT . We've…
I demoed Genuity helpdesk for fun and they offer some nice features. their helpdesk isn't a robust as swsd but they do have contract, ISP (service provider), and vendor management and have breakdown reports based on cost per vendor, license tie in to Okta, Microsoft, Salesforce etc as well.
Hello community, For specific reasons, I need Service Agents to be restricted from viewing the entire list of users. Instead, they should only be able to see a specific group/people they can assign the ticket to. The same for the group assignment dropdown. Currently, this is not possible, as all Service Agents can see all…
Merge the automation rule and the dynamic form rule have the same conditions and actions. to able to show a form after the state is set to something specific as an example
It looks like you're new here. Sign in or register to get started.