Comments seem to be posted one after another in a linear fashion regardless if it is private or public. It might be nice to have agents be able to comment on private comments from other agents. This could create a collapsable thread between agents. It might help keep track of their conversation with each other, especially…
Right now, business hours are set at the top level of the account. But in some cases, different departments (service providers) may have different business hours. This may affect things like SLAs, since they are often based on business hours.
Dear community, The subject I wish to discuss is somewhat complex, but I believe it would be beneficial for the SWSD especially to enhance the Tasks module. Currently, in my opinion, the module does not deliver the best possible user experience and features. As an IT department with various sub-teams organized by a service…
I would like to be able to permit our Agents to create/update/work on service catalog items, but also restrict them from requesting items that are in the Draft state. This is not currently possible.
Not sure if its just us or everyone after recent changes but we're having a new issue. Someone accidentally filled out this service catalog on the form itself. They didn't press "request" first or use the portal. In the past, I was able to just press the pencil icon and remove all the stuff they filled in on the service…
An archive option and archive view for old service catalog requests so that they do not appear as draft if you want to keep them, they can be saved for historical data, restored if needed, remove clutter, etc.
No way to hide or disable categories/sub-categories. I have no use of some categories anymore but deleting them deletes any historic connection to old tickets. Please create an option to hide or disable them (similar to how you can archive custom states)
Please add a comment box inside of a task so we can add comments to the specific tasks, instead of just completing the task inside of a ticket. Right now there is no comment box, and our team would find it very beneficial to comment on certain tasks, especially in onboarding/offboarding service catalog requests.
Currently the My Requests page shows Number, State, Title, Category, Subcategory, Assigned To, Requested By and Due Date. We would like to add a 'Date Requested' field so users can see this information at a glance. (or better yet, the ability to add/remove columns)
We have over 2000 users to import however there is no activation email sent when importing users via CSV meaning we have to select send activation email to send 2000+ users individually. Configure SWSD to send activation emails to imported users
It looks like you're new here. Sign in or register to get started.