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Within Setup > Global Settings > Service Desk Settings are the following options - "Close Inactive Resolved Incidents" and "Reopen Resolved/Closed Incidents". Unfortunately, letting Requesters answer whether they agree that an Incident is Resolved allows them to add content to Closed Incidents as well. Customers who came…
Sometimes, for the cases created with emails, we need to change the requestor, and when you have a high number of this kind of cases, it is a very difficult and time-wasting task for agents to change the requestor manually. As a Solution, if we can have the option to change the requestor in the update record action in…
Please make it work in a similar way to the incident module. Currently we can't @mention a requestor in the change module. An e-mail doesn't even get generated for them.
Few users have requested a better way to create a list of their tickets instead of a copy and past. Would be nice to have an export to csv option.
When you click on the Title of the incident the State, Assigned to, Priority, Category and Subcategory show but not the Requestor. When in the comments I have to scroll to find the requestor name if I want to personalize the comment and forget the name of the Requestor. There is a feature request under…
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