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End users have have the ability to comment on closed or resolved tickets. In IT we don't monitor those tickets. It can be frustrating for the end user as they think we will reply to them. Thank you
Hello. One of my departments that is currently using Service Desk to manage their tickets needs to attach files to their comments. These files include, but not limited to PDF and Word Doc. From my understanding the only supported file type at this time it images. Would really appreciate the opportunity to utilize the drag…
When i merge a ticket it should take all of the details from the parent ticket. site, department, category, subcategory, assignee, impact/priority at this time it only auto closes and leaves everything blank then as an admin I must track it down and correct it due to our metrics and reports.
Could we have the option to move to the next ticket on our current default filter list. That is either the one before or after the current ticket that is currently open and being reviewed. I keep having to click on the back arrow to go back to the filter list and then selecting the next ticket. It's only a few seconds…
On the Solarwinds documentation page about Service Desk>Incidents, there is a feature for bulk resolving incidents that are listed under the Related tab. The documentation states, "When resolving a ticket with related incidents attached, you will be offered the opportunity to add the resolution code to all incidents that…
Hello!! Submitting a feature request on the incident origin field – My team and I thought it would be very beneficial to see this field in the incident's hearer. As well as it would be nice to have the ability to adjust this field and have other selectable options within the incident origin selection. Also, having this at…
Is there a way to have a text area display more than 2 lines when requesting a ticket? I would like to make it so a user does not have to scroll or expand the text area to read the dialog.
Hello, I am sending a POST to the API incident with the following JSON curl --location 'https://api.samanage.com/incidents' \ --header 'X-Samanage-Authorization: Bearer API_TOKEN' \ --header 'Accept: application/json' \ --header 'Content-Type: application/json' \ --data-raw '{ "name": "[TEST] DNU - Ticket for testing…
My organization has suggested that we report on First Contact Close tickets, but we had a couple questions. * With this being the kind of metric that I see recommended all over the place, why is there no report for this metric? * I see this reported in the Sample Benchmark, but I don't know how it's getting this, or what…
When creating an Automation Rule, after selecting the conditional values, could you please add the "Create Task" as an action item for when an incident is created relating to the conditional values. This would be something similar to the workflow process for the service catalog. Compared to adding a task to service catalog…
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