TLDR: Allow support technician/incident assignee (Service Agent role) to redirect pending Approvals to any end user (Requester role). SWSD needs some options to enable less restrictive Approver options. There are some instances where it is appropriate for the incident assignee to be able to manually select who the Approver…
Asset Management - add/include a functionality that auto tracks consumable IT assets (like a keyboard) COUNTS, and generates some sort of notification/ticket telling us how many have been used and need to be ordered next The purpose is to automate the tracking of the consumable assets (can still be manually updated), but…
We would like our requesters to have the same experience whether accessing from the desktop browser or a mobile browser. Currently there is no way to customize the experience across platforms.
I love the response templates but was sad to see the limited variables available. i'd love to use custom variables to call specific field responses into the response template. One example is, we have a New User Service Request employees fill out to have a new AD account created. i use a response template to summarize their…
I noticed when utilizing the filter option 1. Incidents. When I chose category, I am able to select the select the category, and then there is an option for Equal to or not equal to, meaning, if I chose not equal to, the categories I chose will not be displayed. 2. Reports (Incident management > Incidents over time) When I…
I would like to have a request for the Toggle switch for a round robin that is on the techs profile drop down to have a on off permanently switch. I would like for it to be able to be turned on by the Admin and it stay on permanently so the Tech can't turn it off when they log out of service desk
Dear all, For devices enrolled in inTune, the M365 portal shows the list of installed software, similar to the "software" tab in Service Desk. Unfortunately, the inTune connector does not retrieve that information and the only workaround suggested by support is to install the Service Desk agent. Obviously, when you…
Analytics Reports to display results with a Pie Chart and a Table report within the same PDF results. The Customer has come from the Solarwinds Web Help Desk solution, which enabled you to do this via a runtime option - show Table option. This cannot be achieved with the SWSD solution with manually combining two PDFs
Add actions that allow you to: * Add a CC User* Specific Uesr * Requesters Manager * Post Comments * Allowing the ability to tag other members into the ticket
Sometimes incidents come in to the wrong team or need to be assigned to a different team. In these cases to reassign to a different team typically the agent does not have permissions to that category and so completing the reassignment would result in them losing write permissions to the item. This is ok since they had…
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