Dear community, Being part of a multi-site and global company, we encounter incidents, service requests, and changes in multiple languages. As an IT service manager, comprehending everything happening in the system in real time, or focusing on a specific request (perhaps one that's delayed), becomes challenging due to the…
I would like the Change Order Templates created under the Change Catalog to include a CC field, so that we can set predefined individuals to be notified when the template is used for a Change Order. Of course, users should still have the ability to modify the CC field if needed before submitting the change orders.…
I'm assuming this needs to be a feature request (though I would call it a design/implementation bug). When the Primary software version grouping feature was added to the Software Assets screen, it had the side effect of carrying over to the Computer Asset/Software screen. So, when looking at a single computer, you get a…
There should be a switch that allows us to make the technician you're able to select dependent on the Group the ticket is assigned to. For example, if I have a Network group with John, Jane, and Joe as members, when I change the Group Assignment of a ticket to that Network group, I should only be able to select John, Jane,…
We have multiple service requests for multiple apps. Access to those apps is requested during onboarding. So we had to duplicate the entire processes and fields for the same request in 2 distinct service items. The same thing is happening with device/computer request. Things get really complicated when we have to make some…
I would like to see that when we are adding an asset to a ticket via Related tab -> Attach -> Configuration item, that information be displayed when printing a hard copy of the ticket. In WHD that information was printed on the ticket and we've used that to track assets which was very helpful. After switching to SWSD this…
The new Group features that rolled out with the Sept 29 2024 update are not needed by our support team, and introduce confusion to our team and requesters. I request adding a toggle switch to the Notifications or other configuration page to revert this feature to the same behavior as before the upgrade. In particular, the…
ASSETS Section Update: The Serial Number is the primary option for matching records. When no match is found—due to a blank value or non-matching value—the system should use a secondary option of matching based on MAC Address and Device Name. By following this approach, the system will successfully identify the old record.…
With the implementation of Group Assignments, we've noticed that ticket notifications have increased to for users. When an incident has an individual assignee and a group assignment, notifications are sent to the individual assignee as well as the group with the Group Assignment. This results in an excessive number of…
Email notifications based on group assignment as well as being able to include group assignment as a receiver of notifications for automation action.
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