Would be nice to be able to control what Tag naming are used in SWSD. It's difficult to make a standardization policy since there is no way to lock down what tag names are used and anyone can name a tag whatever they want. Policies can be implemented but without any teeth, it still ends up a free for all. Plus when typing…
If a ticket comes in through the portal of email I need to know which agent initially picks it up. Who is grabbing the ticket and then assigning it out to whoever should work the ticket (the assignee). For example, I need to see how many tickets that were submitted through email did my agent view (or pick up) and direct it…
The Active Directory and Computer Domain fields are not helpful in identifying computers that are Entra joined or Hybrid Joined. Being able to see this as well as the MDM enrollment status of a computer would be helpful.
Since the Group Assignment field was added and we divided to use it rather than having groups show in the Assigned To field we find that techs can no longer create a filter to show all their work. Something like... "show me all the tickets assigned to me (regardless of group) or any ticket assigned to a group I belong to…
REPORTING A BUG If I posted a comment on a ticket, I probably know that I posted a comment on the ticket, and I probably know what it says. I absolutely should NOT have an unread comment indicator showing on Incident list; that means I have to go through an annoying extra effort to PULL UP THE TICKET I WAS JUST ON, press…
Looking into the SolarWinds ITSM API documentation, I have seen we can only create, update and delete comments from an incident and not retrieve incidents from a comment. I can see we can pull the number of comments in an incident and if all comments were seen but can't actually see the comments itself. For integration…
As someone that needs to review 50+ tickets, it would be great if I could move to the next sequential ticket from within a ticket. Having to go back out and into the next ticket is time consuming when doing it 50+ times every morning. This functionality was in our other Service Desk and that feature if very much missed.
Please add a sort feature to the roles page so they can be sorted alphabetically instead of by date. Thanks
Our Service Desk system has disabled the attachment functionality for new incident submissions to mitigate GDPR compliance risks. This precautionary measure encourages clients to use SharePoint links for data sharing, ensuring controlled access to sensitive information via SharePoint permissions. However, some clients…
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