it would be useful to add a report within SWSD to show the results of the customer satisfaction survey
At one time, if I posted a comment on a ticket the Incident list would not show a blue Comment indicator next to the comment count. Now when I post a comment, there is a blue bubble until I re-open the ticket... that does not make sense. If I posted the comment, then obviously I have read the comment (unless there is an…
Please add a view filter for: Attribute = comments made by Value = select users (ie ME, username,...) As a tier 3 resource, I will comment on Incident, Problem or Change tickets but not take ownership. This view will allow me to essential make a "all ticket touched by me" so I can look back at comments I made for solutions…
I'm not sure what the reasoning is behind the lack of inclusion of the Closed Date in the columns & filters available for Change Tickets, but it makes it difficult to review and report on change tickets. For example, I can quickly see how many Change tickets were created during a month or quarter, but I cannot find out how…
Currently, each Contract has the option to send a reminder email 15, 30, 60, 90 or 120 days prior to the contract end date. Requesting an option to create an incident instead (or to create an incident and send a reminder email). We have multiple contracts that are assigned to different departments and locations. With…
Hello Team, I wanted to highlight a practice that could enhance our customer experience. Instead of referencing tickets by title, utilizing ticket numbers in URLs can significantly ease ticket management for our customers, especially when dealing with numerous tickets. This approach provides a streamlined and efficient way…
The Audit section in an Incident shows the date, time and recipient for notification emails. Any information regarding notification emails for a Contract (Procurement) is not shown in the Audit section for that contract. Instead, we have to look for theses in Setup> Email Logs. Requesting that the email notification…
I would like to submit a request for a feature improvement – as you can see below, nearly each step in the Process tab is truncated, making it very difficult to fully understand what is involved with each step – there is so much dead space to the right that could be utilized rather than truncating to such a small portion…
my concern is if I print the Qr code and collate it to a computer then this computer get some troubles, I ask the user to scan the QR code and send me the asset info details
we could really use the ability to have automatic CC email sent to the requesters manager so they are aware of people working for them having spent time with IT to resolve an issue.
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