LukasW ✭✭✭✭✭

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  • This would be really nice. My team uses SW for IT. We have categories for hardware and broken devices. We have service catalog items to request new or replacement devices. It would be nice to have and update category and subcategory so that if a field is completed it can automatically update to the appropriate category. It…
    in Include Category and Subcategory in the "Update Record" process step Comment by LukasW October 2023
  • This would be great. A way to revive or restore categories/subcategories. Also, a location to see what has been deleted in the past or disabled rather than delete. (From what I have found, right now the only way to see past deleted is by going to filters in an incident view)
    in Disable Categories Comment by LukasW September 2024
  • Im not sure why this is a feature for Agents. Sometimes I remove old catalog items and set them in Draft and Agents forget, lack of communication, new Agents are hired and unaware, etc. They will send them to requesters to fill out, but requesters wont see them due to them being Draft. 
    in Restrict the ability to request draft service catalog items Comment by LukasW September 2024
  • We just migrated over to ESM and we are starting to setup other service providers. I am surprised that all groups created are available to all service providers. Most of our groups are subsections within our IT department like Helpdesk, Infrastructure, Telecom, etc. and there is no need to have them available for another…
    in Add Groups to Service Provider Comment by LukasW December 2024
  • I have had a few agents do this and it would be nice to have a way for them to have more specific restrictions on their permissions to keep them from editing them by mistake.
    in Be Able to Remove Accidentally Filled in Service Catalog Forms Comment by LukasW September 2024
  • Yes, this is what I am looking for. Currently, it only allows for the description but that can be overlooked. It would be great to immediately have a private comment or note posted somewhere for the assignee to see rather than a task in certain situations.
    in Add Service Request Process Update Record option to add a Comment Comment by LukasW September 2024
  • This would be great. The ability to have an automation/process built out in a service catalog item that updates the record comments or leaves a note on the screen for the assignee rather than a task. For example, you can update record>append description but that might be overlooked. Would be nice to post an immediate…
    in Have an option to write comments inside of a task Comment by LukasW September 2024
  • We have a similar use case for this variable being added. We have an automation create a related or "child" ticket when a service request is created by a user. It would be very useful to have the contents of the service request within the automated "child" ticket. The reason - we have two teams working on a ticket, keep…
    in Make a {{Description}} Variable Available When Creating New Records in Automation Rules Comment by LukasW June 2023
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