HI, i would like to suggest to configure Break Times to business Hours.
Need to add value to priority components The current value is Low - Medium- High - Critical our new Value needed is Blocker - Critical - Major - Minor
Change running number to use prefixes SR (Service Request) and CR (Change Request). Running number need to have date if possible. So that we can differentiate the CR & SR after opening the ticket
End users rarely include the details we need to proceed with a request, so we have built out some nice service request forms that capture that info. However, the majority of our users are still using email, so we still end up with multiple messages back and forth, just to get the information required to complete that task…
Allow removing the call to action button on custom email templates and allow using email variables on the email body text.
Hopefully didn't miss a duplicate of this request. I would like to see a Dropdown list pre-populated of all users within our SWSD system that allow for Multi-pick instead of just an individual user. An example case would be a form to modify/create an email distribution list. My ideal workflow is defined below of how I'd…
Currently we are utilizing the integration with OneLogin to provision accounts within SWSD and have rules setup within OneLogin to set the Department field within SWSD based on the Department field within Active Directory. Based on our environment, we have several Groups within SWSD that have to be manually updated with…
Right now, it just gives a count down but we are looking for the tasks to show the specific date. We want to be able to pull or organize tasks by due date. I am able to add a due date to the incident but not the individual tasks.
Hello community, I am considering the possibility of creating tasks within an incident to involve all the necessary individuals in resolving it. With the current behavior, when I (as the ticket assignee) create a task for another service agent, I receive the notification instead of the task's assignee, which I believe is…
When an agent hits the + button to create a new ticket, it always creates an incident. It would be nice if the agent had an option between Incident and Service Request when pressing this button. Tickets come in from phone or walk-ins, which agents have to enter. These tickets are not always incidents, and creating a new…
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