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Currently, while there is an option to add custom incident states, such as "Canceled," there's no way to define it to function like the Closed state. The main reason for this request is that the Canceled state still appears in the "Active" section of the My Requests widget in the user portal. We request the ability to…
We are implementing change management at our place, and our consultant has definite ITIL-based ideas on what states should exist and what should not. I was able to make it work with what we have, but would like the ability to change and set colors, not have 2 closed-type states, etc. - Make it possible to remove the…
It would be great if we had the option to create custom States similar to the ability to do that for incidents. This would help in a few different ways: * For example, we would split it up between L1 techs, L2 techs, L3 techs, Approved, Awaiting Approval and Draft. * This way you can tell the difference between someone…
Currently the change calendar only pulls system default states into the outlook calendar. Due to the nature of how we have setup our change catalog items for normal, standard & emergency changes, we implemented a few custom states into our workflow process. When we rolled out these catalogs for our teams.... the change…
Currently only custom Service Desk states can be re-ordered in the list of states. Default incident states cannot be moved or have any custom states moved on top or below them. I would like to move all states around, placing the most used states at the top of the list for ease of use. The SW Technical Support team informed…
We have custom states for Incident & Change modules, but currently are missing the same for problem and release. I have up voted another feature request for problem states, but I see no mention of release. Please can we add the functionality of custom states to the release management module?
As strange as it sounds, our service desk users are finally coming around to submitting service request tickets in advance of when they are due. With that change in behavior, we are now needing to place tickets on hold until the request date arrives or a few days before the requested date. I am thinking if there was a…
When creating a new status, the color seems to be chosen at random. This could lead to some mismatched color / word combinations. For example, We have a status of "Customer Responded" which is a light orange color. It would make more sense for this status to be more of a blue or green. This "Customer Responded" color is a…
Please add the capability to create and/or change the Asset Status in Assets and/or the CMDB.
I think there should be a way to modify the “Print User Card” details inside of ServiceDesk under a user's profile action tab to include the date the tickets was closed and include the tech who was assigned to each ticket. Is it possible for the parameters within that function "Print User Card" to be modified to include…
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