in the group assignment, when we choose "IT," only the people who are supposed to be assigned to IT should appear in the "Assigned To"
In the change form, there is a tab that displays the current status of the change process. The process details should be presented as follows: If these changes include this feature, it would be highly beneficial and useful to the customer.
Currently the only way to meet a response SLA is a public reply. I would like to request a feature of letting admins turn on "count internal notes or private comments as first response" for SLA. We get a lot of alerts and automated tickets and there's no point in posting a public reply. Thanks!
Currently, the 'Create New Ticket' option in Teams only has title and description. Our actual incident submission form has a few more fields to help us verify the priority of the incident, using urgency and impact. It would be nice to be able to customize the incident intake form for the Teams app to mirror our workflows…
I am an IT Manager for our school system, and am currently creating a custom dashboard for out technician team to more efficiently prioritize tickets and plan for our days. I like the module for 'Incidents by Priority', but would love the ability to change the color labels for the Low, Medium, High, and Critical priority…
* Granular Permissions and Flexibility We're working on adding more specific roles and permissions, and it would be helpful to have more flexibility in how permissions are assigned or restricted. * Improved 'Scope' Selection Instead of the current single dropdown under "Scope" when adding a permission, it would be nice to…
Sometimes we use the "Approval" step in a process more like a yes or no question. For example, when someone is terminated, we have an "Approval" asking "Did this user return their key fob?" However, even with a description on this approval step, sending it as an approval seems to confuse some users. If we could change…
Over the years, we have had many issues with the email features in Samanage ITSM and the many Cyber security tools out there that click on links that are meant for the end-user. Typically if the email from Samanage ITSM tool includes HTML with links, our email protection systems will click those links and thus it looks…
When we moved to ESM, we created a new Service Provider to work from, as our old instance was a bit crowded by junk data from other departments. Now that we're in ESM, we have this old instance along with our new Service Provider, and we don't have the ability to disable the old instance because it is the "primary" Service…
We currently (in web help desk) manually generate a notification to the person who requested the ticket - when the ticket is marked resolved. We would like to automate this process in SWSD but am not sure how.
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