ChuckZane · Director - Information Technology · ✭✭✭✭✭

How would this work? Would it move to the next Incident by Ticket# order, or by the order of the tickets from the most recent Sort/Filter view settings? For example, If I had filtered/sorted tickets in my view to be closed tickets, for a specific category, for a specific technician, would the next/previous know to refer to…

Just added my Up Vote to this request.

I completely agree. And note the wording in this request "assets" not computer. Should include all types of assets such as mobile devices (iphones, ipad), printers, IP phones, etc. 

That seems like a point that should be spelled out in the instructions, or the questions should include "Select all that Apply".

Did that a few months back and added use case examples - just trying to ensure all of the similar requests are getting support since there isn't way to tie them all together.

I tried this process, and for the most part, if no due dates are set, the automation rules work for setting due dates. However, there is not an option to set a due date that will be within business hours. The days option will set dates for Saturday and Sunday (outside of our business hours). Also, if a ticket is created…

Great Idea!!

This becomes even more important as the adoption of single sign on expands. Having a backup email/notification option when a users primary account is locked out so they can contact the helpdesk.

I was just trying to do this yesterday, and ran into the same issue. But I would also like to suggest allowing us to select the colors - Changes & Incidents should have the same colors for the same custom statuses.

Another good use case for permitting user to custom select colors for each state: We have several varieties of Hold states such as Hold for Approval, Hold for Budget Approval, Hold for Scheduling I would like all hold states to be the same color. We also have numerous "waiting on" states such as Waiting on Repair, Waiting…

Interesting response, you assumed I got it wrong, rather than assume I was offering a constructive suggestion for improvement to help others better understand how the software works and avoid a simple point of confusion.

All great ideas!

On other thought I forget to mention. I found when testing rules, that due dates can only be set to days/weeks. I was hoping to set Critical Priority tickets to be due within 8 hours. I wasn't able to find a way to update the due date for x number of hours.

I am confused by the information in the PDF document. Is this new functionality related to custom fields going to be available permanently or is this a one-time process. The document makes it sound like we have one chance to select the custom fields we want added/included in filtering/sorting/searching and not a feature…

I am definitely in favor of better screen viewing options when trying to find/select/update/attached CI items. 

I totally agree, the permissions controls are limited to the groups of setup options on the menu and not the individual setup screens - needs to be granular control if you are going to added features/functions inside of the Setup section of menus.

I agree whole-heartedly, the approach to assets (all areas) needs a great deal of work to be a truly useful asset tracking & control system. There was talk back in 2023 of a total redesign of the Assets and CI into a combined/standardized ITAM approach, but those efforts have fallen silent in the 2024 quarterly updates.…

Lets not forget, when receiving equipment, it would be great if the asset information could be captured during the receiving process and create the base asset information.

The new software Primary grouping feature now gives me a view within Software Assets to see the total number installed, but the Top Software widget will not report or filter on Primary = Yes. Seems like widgets should be able to filter on the same fields/values that views can in the Index views.

We are a small company, and anything be put between the IT staff and our co-workers (Virtual Agent or AI tools) is generally frowned upon and our co-workers by-pass it and walk down the hall and knock on our doors. They want a one on one experience with the IT person they know & trust.

It appears only Globally scoped fields can be set at searchable. When building custom fields for use in catalog items, I set the scope to service catalog. Is the intent that we should switch the scope the global if we want it to be searchable? Or am I missing how to make service catalog custom fields searchable?

It would be great if the Software Widget in Dashboard also grouped all of the versions together into a single installed count.

I put a similar feature request in last May requesting all custom states have an option for a "hold until" or "follow-up" date. At this point, it's only had 9 up votes. You can build a ticket view to filter out/hide tickets of various states, but without a method to expire the hold state and bring it back into view we have…

No Point received for most of the questions this month, plus missing polls for Day 10 and Day 15

Having these preset ranges would be great!

Can any SLA's be built around the due date?

I may be wrong, but I believe in order for this suggestion to work the implementation would require an significant improvement in the screen/view auto-refresh functions. Right now the screens are basically static views, not live views of tickets or dashboards, so the views would need to be upgraded to live views with…

I was disappointed to hear at the September-2023 quarterly update web-ex that this feature has been put on hold/delayed due to SW staff not believing it was "functionally important" to the platform. Seems all the talk of working on it in the background was just talk.

Great point - Assets is far to challenging to work with - each section/page has different information, different formats, different screen features. Needs to be streamlined with consistent functionality across all asset types. 

Would be helpful for businesses, too. We have numerous work from home staff these days. I created a site name of "WorkFromHome" which we are using on assets which support a site name.