When defining the scope of an SLA, should be able to exclude specific categories. Right now you can do all or one specific category. There is a use case to do all categories excluding specific ones.
Can we restrict catalog items to specific groups? For example only users that are part of a payroll group should be able to make a service request for a certain type of IT / Technical action.
Currently you can only pick one category in the SLA and must create a clone of one to choose another SLA. Clones for the purpose of duplication but just a single tweak would be eliminated.
We have the agent installed on all of our machines. It would be nice if there was some way, when using the portal, that the computer they are submitting on would be auto attached to the ticket. It is nice to be able to go to Related > Attach > Configuration...
It would be great if I could add multiple dependent drop down variables are have all of them show to allow data to be entered. Sort of a Group of questions dependent on what is asked. Example I might ask Delete a student based on several variables and...
Since the task completion is a simple checkbox in some views, I've had my agents accidentally mark a task complete when it really isn't. In this case, this closed the entire service request when it wasn't done. This resulted in angry user questions,...
We should be able to make a checkbox mandatory but cannot. Example: "I have read and agree to abide by company policy for the reset and security of passwords." Having that be a mandatory checkbox is ideal.
Currently we have an option for Date but there is no option for time or Date and Time. Having these would allow service request to be more precise. For example we have supervisors request security footage for cameras and we need to know the start date...
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...
