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I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
The Default Text and Help Text on Custom fields is really helpful in assisting End Users to input correct detail first time. Similar on the Subject and Description Boxes would be useful as well in capturing good information on the first submission otherwise End User just write "Issue" or "Problem" which has little context.
Sometimes there is a need to get a list of users from the requester to fulfil a request. For example, if someone wants a new Distribution List, you would want them to include a list of users to be in the new list. Or if someone is switching roles, you may want to know who is now reporting to this person. The only way to do…
Hey! I'm unsure if this has been raised before but it would be great to have sub-sub-categories. Our company has ave SO many categories that sit with in sub categories so this would help clean up our ticket system immensely meaning it's easier for end users to navigate and raise tickets. Is there any plan for this? Cheers!
Each Service Catalog Item should be able to have a priority set to that request. For example, a Password Reset may be a medium priority, while a software upgrade might be a low priority. Right now, the only way to set this priority is to have a step in the process to set the priority. However, this is not ideal for a…
It would be nice if we could create a reminder in processes. I'm thinking mostly for changes, but I'm sure it could be used in other places as well. For example, we often push our changes to a test group and then leave it alone for a while before pushing it to all users. This is easy to forget about, though. So it would be…
It could be helpful to have an option to add a "Wait" in the process in Service Requests. Adding a Wait (x amount of seconds or minutes) before next task or process could be helpful in some scenarios.
We’d like to request an enhancement related to Service Request management. While we’re aware that it’s possible to download ticket details in bulk, we’re specifically looking for a way to bulk download the attachments associated with Service Requests. Currently, it seems we would need to manually open each individual…
It would be awesome if we could have version control built into the Service Request catalog processes. It would be helpful to have so we can "fall back" to an old process setup if something gets accidently removed or the process that gets updated does not work properly.
Add another option to the Update Record drop down to add a comment to the ticket with a defined/'canned' text. Ideally you would also be able to use system and service request variables in the canned comment language.
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