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Dear THWACK, Requesting specific number identification for different type of tickets created in SWSD, such as SR1234 (for service requests) INC1234 (for incident tickets) and ITRF1234 (for IT request forums) instead of a common INCIDENT number for all types of tickets, this will help saving a lot of time to classify…
Hi, We would like to see SLAs based on Agent-based groups/queues rather than category or site implemented. What we are looking for is the ability to define scope by group instead of the existing definitions. This would allow us to have say our "Server Team" and all agents in that group have their escalations go to the…
Currently, when you filter tickets using the 'Created' attribute, you do not have a 'today' or 'yesterday' value. These two would be helpful to have.
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