I would like to have the ability to put a notification on the front page of the portal that can be sized to be larger so its noticed and all us to put on active time for the notification to visible on the Portal Page. The option to set up a repeating notification would also be nice.
Custom fields that also serve as questions in service desk forms are not displayed in full currently. This makes for poor user experience when accessing service desk via web browser. Mobile phone app displays the entries correctly. Below, an example of service desk form in a web browser that demonstrates the issue. This…
Ideally this could be a selection via the "Update record item", this would make it easier for Service Desk agents that have the role to easily integrate this action. An API would be handy in that this could be done by script if a number of tickets require being converted - this would also be usable in the process tab. Why?…
Be able to lock down Status field on Change Tickets through role permissions. Change Tickets > Status field. Allow admins to be able to lock down the Status field on Change tickets to particular Solarwinds roles. To prevent anyone that puts in a change ticket to be able to change the Status of their own Change ticket to…
Align the Priority field with ITIL standards by making the Priority Levels - P1, P2, P3, P4, P5 Some sort of customization to the field outside of creating a custom field/adding it via dynamic form rules.
Automation rules stacking/triggering other rules. Automation Rule #1 has a scope & trigger event which fires an action. . . . based on that action, Automation Rule #2 then triggers due to it's scope being the action of #1. Example; if 1 rule is programmed to update the assigned to, the state & the priority of a ticket. and…
The incident landing page does not refresh automatically, causing a delay in status updates across users. When one person closes a ticket, others still see the previous status until they manually refresh their view. In our previous system, Web Help Desk, there was an option to auto-refresh the page every minute to ensure…
As much as possible it's highly preferred to use the system default fields in Service Desk, and with that we prefer to use the default attachment icon on the incident creation page. It's a great help if we can have the option to resize these icons or fields to a preferred size where its highly visible for the users
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…
It looks like you're new here. Sign in or register to get started.