Makes sense to add Teams Chat either as integration setting option and/or as an option for notification settings as opposed to email as the only option- So when approvals or tasks are assigned, a notification can be sent to the assigned user's teams chat via their teams associated email, as a more reliable means for…
Hello community, I believe custom fields are one of the main and important features of SWSD. If a custom field is needed to better define the service desk process for Incidents and Service Requests, why not have the possibility to make them mandatory, with a dedicated parameter during the creation, to 'suggest' to all…
Hello community, since the release of the official connector of SWSD for PowerBI, I have gained experience and noticed that the Group Assignment is not available as a column. I have found this feature to be helpful for my IT environment. It would be beneficial to have it available for statistics as well like all the other…
Queues, using Round Robin Assignment is great, but only when the agents remember to turn ON their availability. This should not be a manual process.
Instead of having to go to the Related tab within an incident and attaching a device, can we get a drop-down menu with a list of device names added on the main incidents form? I've added this custom field for our main incidents form and the field is currently free text (mandatory). What would be more ideal is to have a…
Within Setup > Global Settings > Service Desk Settings are the following options - "Close Inactive Resolved Incidents" and "Reopen Resolved/Closed Incidents". Unfortunately, letting Requesters answer whether they agree that an Incident is Resolved allows them to add content to Closed Incidents as well. Customers who came…
Option to send emails to engineer when the Customer Satisfaction Survey is filled out. It's vital to know if someone has clicked 'dissatisfied' so you can rectify the problem - without having to rely on checking dashboards/running reports.
We are implementing change management at our place, and our consultant has definite ITIL-based ideas on what states should exist and what should not. I was able to make it work with what we have, but would like the ability to change and set colors, not have 2 closed-type states, etc. - Make it possible to remove the…
Hello, it would be very beneficial to have the ability to assign roles to user groups rather than individual users. This would greatly speed up productivity by lessening the requirement of perform batch updates, or individualized updates.
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