Hi. It would be helpful if the service portal home page useable space could be expanded. Currently there is a lot of blank space that could be used for more widgets etc. Thanks
It would be great if Service Desk had an NOC view that didn't consume a tech license, that was customizable to show outstanding tickets, waiting ticket counts, techs on duty (signed in), like the same way Solarwinds Orion does.
We have a large form in the service catalog and I don't understand why the checkbox field type always shows in the ticket, even when unchecked. When other field types are left blank, they don't appear in the ticket. I would like an option to hide any unchecked fields, as it can become difficult to read due to unnecessary…
We would like a bulk merge function. Currently we have the ability to perform some aggregate functions on tickets, but joining related incidents is still manual and therefor laborious for some tickets Manually merging 1 child ticket into its parent ticket one-by-one is unnecessarily time consuming Please let us know if we…
As an Administrator, I want the ability to use automation rules to evaluate when a field is null (unset) and assign a default value. Use Case I am implementing a Priority model driven by Impact and Urgency custom fields. To support consistent SLA assignment, I need to ensure required inputs are always populated. Example…
Include XCD Currency Option for Purchase Orders in the Procurement Module, and any other modules in the software which speak to cost. This is to cater to the Caribbean countries whose base currency is the Eastern Caribbean Dollar (XCD).
Currently it isn't possible to use an automation to convert an incident to a service request based on Keyword, Cat, Subcat, etc. Would be very nice to have this ability within Automations.
With the changes coming to the maximum length of time certificates can be valid, it would be awesome if there was a way to automate this replacement. While it will still be manageable for the next few years, it will eventually be untenable to do it manually for all the different certificates we have to manage in IT . We've…
Please allow service task users to comment and update the task completion progress as a percentage of the assigned task via the service portal. The Incident owner or other responsible parties should be able to see the progress. This will help service task users to communicate with the requestor or the incident owner.
As an ITSM administrator, I want to add a configurable third-level (tertiary) dynamic field associated with Category/Subcategory so that I can better classify tickets, improve routing accuracy, and enable more flexible reporting without hardcoding additional subcategories. SWSD’s current Category → Subcategory model is too…
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