Currently runbooks are created in the settings area of the Service Desk. This means that I would need to give my agents access into the Settings portion of the platform, and the entire "Service Desk" section, in order to let them create and edit Runbooks. With the way permissions are currently, I can't even just give them…
We support multiple sites with their own individual Google Administration Consoles. Ability to connect the discovery tool to each of their consoles would be highly beneficial. At this time, we don't utilize the Discovery for Chrome OS feature as is, since we'd only be able to offer it to one client and not all.
It would be highly beneficial to have a Widget available for the dashboard that can display each team member's 'Availability' of a given Queue setup on SWSD - if this could update in real time it would be even better. It is not ideal having to hover over every queue member's profile image to see their availability; this…
Be able to change the color behind your initials in the avatar.
I am delighted to see the introduction of the auto-response feature, which promises to be highly beneficial. A significant time-saving measure for us would be to configure an auto-response for new tickets submitted to various departments. Currently, we spend considerable time inquiring about users’ availability for calls…
Would be nice to have the option to NOT send an email to the requester when resolving an incident. This would be used when creating a incident that has already been worked but creating it after the fact.
It would be nice to be able to create folders in solutions so they can be organized. Also would be nice to be able to add permissions to those folders.
Currently there is only the option to disbale notifications for "Assignee". With the new Group Assignee feature our agents are being spammed with emails due to their group memberships. It would be helpful if we could seperate notification settings for Assignees and Group Assignees like do not send notifications to group if…
Once Change catalog ticket is created via service catalog process via API, it will auto attached the change ticket at RELATED menu.
In the "agent" view, when looking at a ticket there is a "tasks" tab which allows me to see the tasks that are on that ticket. It would be nice if the user side showed tasks that are assigned to that user for that ticket. Our finance team often assigns tasks to people who are not fully licensed users. Whether it be a…
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