Response templates are a great addition. Would it be possible to add variables that only contain the requesters first/last name(s) rather than full name? Usually my greetings are along the lines of "Hello (first name), " or "Greetings Mr/Ms/Mrs (last name)," and the addition of a first/last name variable by itself would…
It would be awesome if we could have version control built into the Service Request catalog processes. It would be helpful to have so we can "fall back" to an old process setup if something gets accidently removed or the process that gets updated does not work properly.
Can we please add a feature of making a default view for all users to be "Time Based Since Creation (Business Hours)" The fact that it displays elapsed time and not business hours is very confusing, and upsetting our techs as they beleive they are not meeting their commitments.
Allow administrators access to create or change user passwords in the Service Desk. This ensures the next user has access to the account and avoids the user being locked out of the account.
Good day, We are using the Problem management feature of Service Desk. Similar to the Incident module, we'd like to be able mention individuals in the notes / comment section. We like the mechanism to pull individuals via using mentions.
We have a bunch of managed mobile devices (mostly iOS) in which we would like to start adding the mobile app to for easy ticket creation. We currently are using SSO. Upon launching of the app they are presented with a login screen, which they would think they can enter their email and password and i it would work. But…
I would like to put out the idea of adding more rigid time intervals for when service catalog items will auto generate. For example: 1st Monday of the month.(to avoid weekend tickets) 1st Monday of the quarter. 3rd Friday of the month etc.... We have compliance based tasks that need to be generated at specific times of the…
Need more granular reporting for OS versions (like Windows 11 23H2 vs 24H1) for tracking upgrade projects
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