The most recent content from our members.
When a Service Desk Agent is creating a new ticket for a Requester from the Service Desk Agent's platform view, the default form should not populate the Requester field with the Service Desk Agent's name. Can the default be set to "Not Set" instead?
In web help desk users could see their inventory of assets assigned to them. This is very beneficial to for end users to keep track of asset item they are responsible for.
Our organization relies heavily on Teams instead of email internally. It would be awesome if there was a way to send comments to the Requester's Teams instead of their email so visibility is improved for our org and resolution times can be reduced for us. We have all the users provisioned and set up through Azure SSO.
It would be useful if the Triage Team could be left to allocate Tickets where they are non P1 issues. Too often, Resolvers cherry-pick easy Tickets. It would be good to have a permission that disabled this ability, and a Triage Team would only have the power to do this.
Is it possible for requesters to have permissions to view another requesters ticket. Right now, they can only view the emails for communication. It would be nice if there is a way to have a requester place ticket and then allow another requester to view their ticket to view the entirety of the ticket information. Is this…
Since launching SWSD to our company, we discovered that Requesters are not able to edit the custom fields of the tickets that they are the requesters of. We thought in Roles & Permissions that creating a permission of: Update -> Incidents in the scope of --Requester-- would suffice, but learned that it's not the case. I…
This is a quality of life feature request for the requester side. We utilize a lot of automation when it comes to the submission of certain tickets in our system. One of them auto-generates 15+ child tickets from the parent ticket. It's very useful on the tech side to see the parent ticket has the child tickets populated…
Currently ticket submitters cannot sort/filter by date created. There are options for state, requested by, cc, mentioned, assigned to, site, department, and category. Would be beneficial to also be able to filter on date the ticket was created. This view is already available for ticket agents. Since the datea is available…
When a requester raises a ticket and that is either accepted or declined they are unable to see any comments that the approver may have put on the ticket when approving or declining. This is only visible to Administrators or Agents. To provide the best customer service it would be best if requesters had the same visibility…
"Form Logic" and "Process" have conditions for "Requester Site" and "Requester Department," but the "Requester" cannot be conditioned directly. This condition set already exists withing automation rules. If brought to the Service Catalog, there are lots of unique ways to utilize on a form-by-form basis. For example, when…
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