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SolarWinds Service Desk (SWSD)

Feature Requests Seperate Categories for Incidents vs Service Requests

Open for Voting

over 3 years ago

Seperate Categories for Incidents vs Service Requests

Have a flag in the category section; if a category can be viewed when submitting an Incident or Service Request. Choose to have it available in both, one or the other.

Our organization has more than just IT utilizing the system while trying to make the experience for the end-user as easy as possible. Strategic wording to be specific, but at the same time, broad to limit the number of categories is needed.

SGoodman

Top Comments

ASevera_ELWD 9 months ago

This would be huge. As it it we have to rename the category types to indicate that some are "reserved" for catalog items, but we have a dozen incidents a week submitted where end users have used one of the catalog categories, thinking that they've "submitted a request" when all they've really done is an incident ticket.

This was already done with the Change catalog, I don't think this would be all that difficult to do for Service Catalog.
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hyork over 1 year ago

This is still something that would be great to have!!!
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mark01010 over 1 year ago

Solarwinds "have plans for you to have custom menu layouts which will allow you to better separate the incident and service requests"
thwack.solarwinds.com/.../begin-ticket-numbers-with-inc-or-req
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lrhoads over 1 year ago

We need this desperately. It is honestly our biggest challenge with end users - we have resorted to creating all kinds of workarounds to tell our users not to submit certain categories as tickets and to use service forms instead. PLEASE make this happen!
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Suliman.k over 1 year ago

This is will be helpful, i was trying to hide Service Rquest category from IT users and keep it viewable to End-users using Role & permission but i believe it's not doable as i haven't reach to a workaround atm sad .
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