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.
The current "Text over Form" layout of the Service Catalog Request Item is absolutely terrible at responsiveness. The form leaves a ton of whitespace on the right and drops the fields into a lengthy vertical scroll. When you resize your window to a larger screen, it reorders the fields into 2 columns, but they don't…
Currently, when you setup an approval within a service catalog process or similar, you can assign the approval to an individual or a group of a individuals. When I set the approval to be made by a group of individuals, the notification goes out to all of these users and any one of them can approve/deny the approval task.…
We would like the opportunity to assist our technicians in accomplishing their SLA compliance by having the opportunity to send out PreBreach notifications to the owner of tickets within a customizable time frame (e.g. 1 hour prior to breach) to allow them the opportunity to reprioritize items as necessary. This is…
It would be great to be able to automate creating sub-tasks/tickets for a given ticket. Like if we had a ticket that was assigned a subcategory of Decom, we could then have automated sub-tasks for the various items needed to be done during a decom. That way you can close the sub-tasks as you work through the ticket and…
To further customize Service Catalogs, I think it would be beneficial to have the ability when customizing Service Catalog items, to be able to turn off or hide the "Attach Files" button. In cases where you're trying to have Requesters attach a file in your own attachment type file, it would be useful to hide the large…
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.…
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