We currently use Scribe to create how to's and step by step instructions for solutions and our users. Currently, you cannot embed the steps in solutions so that if you update the how to or instructions on the Scribe site, it will update through solutions. I've reached out to tech support and they currently only support…
I would like to be able to automate attaching a solution to an incident based on key words.
We should be able to add further customizations to the service desk email notifications like adding branding logos and html codes. Currently, we are only able to customize the email contents, but adding capability to add corporate branding to the email notifications would be a very useful feature
Allowing tags for groups in the use case of tag a Group (or add to description) a keyword like 'Outlook' - Then if a user is searching through groups to assign a ticket, if they type the keyword/tag then it would show 'Application Support' group or whatever group is associated with that tag/description.
Message / Text Display (Not Just Input fields) Would be good to have a field type of "Notice" or "Message" etc This would be to allow you to specify a message directly to the user about the expectation required from them in order for us to help them. For Example, if they selected * Category: Software * Sub Category:…
Need the ability to Allow Incident Description to be a Mandatory field
Requesters can add filters to a selected view in My Tickets but they cannot save them. Please make it so that Requesters can save their customized views.
Currently, while there is an option to add custom incident states, such as "Canceled," there's no way to define it to function like the Closed state. The main reason for this request is that the Canceled state still appears in the "Active" section of the My Requests widget in the user portal. We request the ability to…
Currently, email templates only support the {{requester.phone}} variable, which references the primary phone number. We would like to request the addition of a variable (e.g., {{requester.mobile}}) to specifically pull the requester's mobile phone number, which is often a separate field in user profiles. This enhancement…
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