I initially raised this on an incident #01507942 but have been advised this is not currently possible. It would be good to modify, remove, or move the default change request fields on the Change forms. I have been asked this by a customer of ours.
To show actual "Comment" from Approver when he/she Declines/Rejects a request for approval. Use Case: When you reject or decline an approval request, the Requester should have the visibility to the reason why the request was declined so they can take the necessary action prior to resubmitting the same request.
Currently, in Change Management, we don't have the ability to email a change request into the system like you can for an incident. Allow the ability to have generic Changes requests and the ability to convert the generic Change request to a Change Catalog item like you can with an incident. Gives us the ability to have 3rd…
Ever since we started using SWSD back in 2014 we have had to track full IT projects within a separate platform called Teamwork Projects. Given all our technicians are in the SWSD platform daily, it would make life so much easier to just have a built-in Projects module to loop in multiple people, tasks, diciplines to…
Similar to the permission granting visibility into an incident when a user is mentioned in the ticket.... If a task is assigned to a an agent user or task user, that should allow them visibility into the entire ticket to view all the details of the incident/service catalog item, giving them visibility into correspondence…
Perhaps I am looking at this differently than others, but I see RunBooks as a powerful tool just like Service Catalog and Change Catalog, so I was surprised to see the management screen for creating & updating RunBooks was buried within the Setup menus. Given the way Permissions & Restrictions are managed for the Setup…
Currently, when you convert from a Service Request to an Incident the data entered into the fields of the Service Request form is lost. This data needs to be preserved either in the description of the new Incident or in a comment.
We have certain change records or service catalog items that have documents or instructions that need to be completed as part of the process. We would like to attach them to the catalog item for the user to download, complete, then reattach to the record as part of the process. At current, we can preformat other fields…
For example instead of having 18 separate entries for each Teams Machine Wide Installer version, merge them all into one software name, and then when you click on that you see all computers with all versions with a column that has the version number per computer. This helps in finding computers that need to be updated.
We are looking to create a public dashboard that can filter active ticket totals for groups without display individual group members separated out. It would look along the lines of this, The issue is any tickets assigned to a a user directly under that group does not get added to the group total. When selecting the…
It looks like you're new here. Sign in or register to get started.