I'd like to suggest adding an "Archived" state for Solution Articles. There are cases where we want to retain articles for possible future reference so we would prefer to not delete them from the platform. Currently, what we are doing is setting them to Draft or Internal state, or modifying the title/description to…
Currently, nested groups are not included when viewing tickets by group assignment or reporting filtered by a group assignment. When filtering, each nested group has to be selected individually, which can create inaccuracies if someone does not know the names of the nested groups or does not have permission to view all…
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
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