I am looking for a feature that only allows tickets to be created from the portal but allow commenting via email. It seems that it is all or nothing and that is not realistic. We want to make sure we capture all the correct information when users create a ticket by filling out all the fields, but we want the convenience of…
Add a process approval task in the incident form similar to the one in the change form. Currently, the incident form requires using the runbook for approvals, whereas the change form does not. Adding this approval feature will enable service desk agents to assign the next approval user on the spot, ensuring seamless…
enable a pop-up description form whenever the user changes the state. When the state is changed to "Onhold," the description form would appear automatically. The service desk agent is required to fill up this description. It can assist service desk agents in determining the next steps to resolve issues.
custom report for service desk agents that includes the SLA metrics for each incident. Example: SLA Metrics: Priority: Ticket No: SLA target (e.g., response/resolution time). Actual response and resolution times. If we have this custom report, it will be helpful for organizations to audit ticket cases and assess the KPIs…
For Change Requests to setup say a File Share or a shared mailbox with a list of members it would be good to allow a list of validated E-Mail address to be supplied or like the Requester Input screens a dropdown of these which you can select multiple times. Want to move approves from another solution which has the…
Groups being at the Organization level seems to be a legacy feature, and may be fine for some groups (while I can't really think of any.) But more often than not a group is going to be specific to a Service Provider. For example, IT doesn't need to have a group called "Payroll", and Finance doesn't need to have a group…
We are acquiring two other companies and would like to have them be able to use SSO login before we merge Microsoft domains. Currently, you can only use SSO with one SAML provider. Can this be expanded to support multiple? It seems that some of your other SolarWinds products support this.
When creating an SLA rule, we'd like a Set Action option to notify the ticket's default group assignment. Right now we are able to manually specify the assigned group in the "Send notification to" field, but if this can be set to auto-send to the assigned group, it would allow each individual group to be notified when one…
The current service desk system does not support converting incidents into change requests. Implementing this option would streamline the process, allowing service agents to easily convert incidents into change requests, improving efficiency and reducing manual effort.
The current change form doesn't require all text boxes to be mandatory. Only the Title field has been marked as mandatory. However, it would be helpful if all text fields were made mandatory to ensure complete and accurate information.
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