Mobile app: When you assign a task to a Service Task User on Service Desk they can select "Source" to view the original ticket. This view does not show the "Inputs" to the tickets that were set up in the service catalog. My suggestion is to allow the "Input" fields to be viewed from the mobile app. They can already be…
Hello!! Submitting a feature request on the incident origin field – My team and I thought it would be very beneficial to see this field in the incident's hearer. As well as it would be nice to have the ability to adjust this field and have other selectable options within the incident origin selection. Also, having this at…
Customer having the below concern: "I am trying to create an automation rule that is to send a notification to an assignee and their respective manager. I do not see an option to keep the assignee manager as a receiver, please assist. There is no option to keep an assignees manager to receive the notification. Is there a…
After watching some videos on SWSD I saw that it is recommended that you put incidents into "Resolved" status once the work is done, and then change it to "Closed" once the the end user verifies that the solution worked properly. With this in mind, it would be nice if there was a way to automatically change the status from…
I was trying to add a notification for task assignees for a certain amount of time before the due date of a task, but it doesn't seem that this is possible. Tasks are not available in the "Scope" of automation rules. I was able to create a similar automation for tickets / service requests, but we don't often use due dates…
I would like to request that the end users in the portal view have the ability to adjust columns. I had an end user ask to see created date. The work around I am going to propose is that they click the ticket number column to get highest number to lowest number to get a decent idea.
It would be nice to have a Solution catalog like we have Service Catalog or Policy Catalog. Nice to be able to have users create/submit a Solution (or similar) and have it route to approvers, then after approval(s) have the request post as a solution just like the service catalog does incidents. Then have the solution be…
It would be extremely helpful if there was an option to make resolution notes required. There are many techs that resolve tickets without including any notes on what was done to resolve the issue. Aside from constantly reminding techs that this is a requirement, an option to make this a required field is the only other way…
PLease add the feature that prevents user from making a comment on an incident if the ticket status is already CLOSED
Please add a Dark Mode option for Service Desk please!
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