The ability to transfer an existing Service Catalog and its whole workflow to another Servicer Provider in ESM It would be ideal to have the ability to transfer existing service catalog and its workflow to another Service Provider since it would be hard to create the catalog from scratch on another service provider…
We recently migrated from WHD. Agents are changing the 'assigned to' agent before posting comments, attaching related items, adding tasks, adding cc:, changing categories/sub-categories and changing the state.. The fact that these options are on separate tabs, agents are forgetting to go back to the 'Comments' tab to click…
We migrated from WHD and because of the lack of sub-category levels in SD, we created new categories/sub-categories and updated every incident using the new ones. I deleted the old ones, but they still appear in the list when I do 'Edit View' and search on the attribute, 'Category'. I know that I can click the 3 vertical…
I created items in the Service Catalog and highlighted them so that they appear in the Portal View. For each service there is a link that goes to the form, but there is also one that goes to the Category/Sub-Category. Users are confused, because when they click the Category/Sub-Category link it takes them to a page that…
SWSD does not allow for the ability to update the closure date and time with the API. I understand why this restriction exists for active ticket management—once a ticket is closed, backdating closure dates could introduce data integrity issues. However, when migrating data from a previous system, this limitation creates a…
Of course Tasks can be added to Service Requests but to me. it makes a lot of sense to able to simply add a whole Runbook that would include those tasks as a very convenient shortcut to processes that may apply to multiple issues.
Our organization relies heavily on Teams instead of email internally. It would be awesome if there was a way to send comments to the Requester's Teams instead of their email so visibility is improved for our org and resolution times can be reduced for us. We have all the users provisioned and set up through Azure SSO.
By making parameterizations in the Service Desk tool, it is identified that it is not possible to create multiple conditions from the automation rules, that is, it is required that in a single automation rule there be several conditions with the OR operator and each of these conditions assigns an action specific how to…
Hello, We use email as our main way for users to interact with the Help Desk. Some users reply to closed tickets when attempting to raise a new issue and that causes their issues to get missed, we have explained this to these users but they are failing to understand. Could there be an option to automatically reply to users…
We should be able to make a checkbox mandatory but cannot. Example: "I have read and agree to abide by company policy for the reset and security of passwords." Having that be a mandatory checkbox is ideal.
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