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…
To give you a background, I've successfully integrated SNow with SolarWinds on my previous company but on my current company it won't. We have a very customized SNow instance. We don't use the default incident fields, so we enabled the close code to test the automated INC creation and auto closure. The auto ticketing works…
Currently only service agent users can @ mention. We'd like to request this be available to all users.
It would be great to have the ability to create templates for our Service Agents to use when creating solutions.
The new "Request Inputs" field was automatically added to all Service Catalog items. It would be great if we could disable the feature, so the field doesn't appear. Or, alternatively, if it the field could be relocated to the side of the ticket, near the Actions button, that would be even better.
For the Product "Service Desk" Could you either change it globally, or allow the admin user to be able to rename the words used to describe "tickets". It sounds very negative to "report an incident" versus "submit a request". We are here to help, and Incidents sound like they hurt. Same with the next option "problems" - i…
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