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While typing up a response to one of my tickets today, my supervisor responded to the ticket first. I had no knowledge of this when it happened, so I submitted my response a few minutes later, none the wiser. When I see the email notifications about the ticket, I see his response and that it came before mine and now the…
Our Service Desk system has disabled the attachment functionality for new incident submissions to mitigate GDPR compliance risks. This precautionary measure encourages clients to use SharePoint links for data sharing, ensuring controlled access to sensitive information via SharePoint permissions. However, some clients…
Currently, in our automation rule, there is no option to add a comment In the action section. So it would be very useful to have an automation rule that allows to addition of a comment in a ticket if certain criteria are met which could lead to automated ticket closure for cases where the requester's request is satisfied…
Right now we can trigger a state change in a ticket when a comment is added using existing automation. We would use Trigger: Comment Added and Action: Update Record. However, what we don't have is a method of automatically generating a comment in a ticket using a trigger, because there is no action for "Comment Record" or…
Just as there is the comment icon for the Agent Console, display an icon showing comments were made on tickets when viewed under My Tickets on the Portal.
It would be nice to be able to comment on an incident when viewing an incident in a preview. This would allow an agent to comment on an incident without opening the incident fully.
Today there is no way to have one consolidated view to see all the incidents an Agent has commented on. It would be helpful visibility to track comments added by Assignee, either in the incident index view as a column and counter, and to have it available in one of the incident volume templates in the analytics section.
It would be really useful if the comments you can add when you approve or decline are visible to all task users and potentially requestors too. At the moment if you want to add a comment it can only be seen by the admin or service users, so it is very restricting when you also want to add a comment back to the requestor or…
Allow the option to specify the visibility of comments, whether public or private, when adding comments to Change Requests.
Requesters always want to know why their ticket was denied approval and will reopen tickets by asking why it was denied and closed. Please make the comments on approval tasks visible to the requester either by making that approval task comment into a public comment on the ticket, or some other way like allowing us to…
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