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In the SWSD tool, you are able to link Incidents to Jira, but not Problem Records. ITIL Defines a problem as “The cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created". Given this could result in an investigation and then resolution tasks being assigned to Software…
This feature request is to make it possible to program a Quick Ticket, so that you can associate the new ticket that's created using the future, to an EXISTING ticket. Right now when you program a Quick Ticket, the top of the screen is absent the "Problem Search" and "Request Search" tab that will appear in a normal…
This feature request is to add an "Advanced Search" term to Web Help Desk that allows you to find tickets that are CHILDREN or PARENTS: Use Case: Right now, you're not able to search for tickets that are CHILDREN to other tickets which for example...that haven't yet been closed. You're also not able to just find PARENT…
in the problem module- relate more than one Change, relate solutions, be able to at mention someone in comments, and cc names
Problem Management does not have quite the same functionality as Incidents/Service Requests and Changes. We cannot establish automations, create notifications, or update the Custom States.
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