There are fields on this form that we would not be using, and are a waste of space, and time to scroll through them when inputting a new "Other Asset". It would be very beneficial to be able to edit the fields on this form so we could delete some of them that we are not using. Also the groups on the right hand side, it…
When merging a ticket the one being merged unless filled in will be closed missing information. Since the ticket is being merged why not let it gain the (site, department, category, subcategory, and assignee)? This would not leave me having to fill in a number of tickets about to be closed, and does not fill my SLA full of…
Having a calendar feature built into Solarwinds Service Desk seems to me to be a key missing feature. I've used several Help/Service desk applications & this is the first one I've encountered where I am unable to place due dates on tickets or reminders on tickets. We have a fair # of tickets that require follow-ups (e.g.,…
Just as there is the comment icon for the Agent Console, display an icon showing comments were made on tickets when viewed under My Tickets on the Portal.
In its current state, if you create a bunch of queues, and you have technicians in multiple queues, tickets will show for all team members added to that queue. Ideally, the view would only show tickets under that particular queue. That way, you can be a member of multiple queues, but only see the tickets associated with…
Our customer wishes to have a visibility for a regular requester and service task user to also see who created the incident on their behalf within the portal view as an extra field or column. Currently, Requesters and Service Task Users do not have a way of seeing who raised the incidents on their behalf aside from the…
Hello, it would be a great feature if global variables are available in mail notifications. e.g. comments or solution texts are directly shown in the notification mails of incidents so you don´t have to click on the link of the incident
A common request from auditors is to report on all changes and incidents related to an asset during a period of time. When reviewing an asset, this information is visible on the related tab but there is no way to export that information. It would also be helpful if change reports could be made with a filter to scope the…
Accounts to can have 2 email accounts linked to them Use case example a customer uses 1 email account to log in to the portal either via sso or regular username and password, but the same customer raises tickets via email using another account. This idea would consolidate both accounts into one user (via alternative email)…
When responding to a incident it would be nice to be able to send a canned response. There should be a spot for each agent to be able to set their own canned responses and even share them. When going into the incident and going into the comment box you would be able to open your canned responses by typing "/c, and that…
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