Stonelaughter ✭✭✭

While I agree with this idea as it stands, I find it bizarre that it gets 65+ votes as compared to really strong usability suggestions about the UI and UX which get one or two. Suggestions which would have a real impact on the UX for agents, admins, requesters seem to get very little love on this forum and I worry that it…

This. I had to submit a request to get a list of custom fields and where they were used; and I got back a list which wasn't tabulated and was therefore useless. 

For my tuppen'orth... All the variables, custom or not, should IMO be available everywhere. Integration steps, titles, comments, tasks, incident/change descriptions.... EVERYWHERE.

Just to let you know there is a work-around using custom forms and dynamic forms rules and/or field logic. Create a custom form for "Incidents" which contains a sub subcategory field, and either display or enable this field when the relevant parent category is selected. You can enable the field and make it mandatory in the…

YES!!! Love this idea. Date based triggers are very useful in terms of changing incident states when they reach particular cut-offs; for putting a Change into "Implementation" at the scheduled start time; and lots of other time-based events in an ITSM environment (also really useful in HR, Facilities Management etc).

Well, Changes already have an independent set of Categories...?

"Category" and "Subcategory" appear in neither the filtering options nor in the updateable fields for Solutions.

No.

I have handled this using Automations based on category. i.e. If it's a HR Ticket which needs to go to IT, when HR assign it across the automation changes its category to an IT one so that IT can see it; when IT assign the ticket back to HR, another automation changes the category back.

I believe this is related not to SolarWinds Service Desk, but to Amazon Web Services; I asked for this a few years ago and my dim memory seems to recall a conversation which revealed that Admins cannot be allowed that level of access because it allows access to the underlying platform.

Very frustrating that Dynamic Rules will not apply to incidents raised via the Service Catalog. I now have a situation where I need one ticket to gather information and a service request to track the process of using the information...

I just looked - and my custom fields can be used on automation rules.

YES! The whole idea of "Merge" is to run a master ticket for a widely reported issue... it stands to reason there would be a large number of incidents to merge at once. I was mystified the other day when I found I had to merge them one by one...

YES!!! Love this. Current forms (which self-adjust through form logic) are messy, uncomfortable, crammed into a space on the left-hand side, and have poor visibility to the customer. I would like to see a proper form with good contrast and visibility (like a Windows Dialog box), which follows a logical layout and clearly…

You can. Use the Portal Designer, and edit the widget with the text in it.

Let's expand this; Automation Rules should have all the same facilities as the "Process" tab on a Service Request or Incident.

Love this idea. Alongside the use of date comparisons this could make "Process Workflow" a truly powerful tool.

ROLES: Requester PERMISSION: Create {INCIDENTS} RESTRICTION: Create {INCIDENTS}, SCOPE: "Category" <restricted category>, "Subcategory" <restricted subcategory> This should prevent the creation by requesters of any ticket with the chosen cat and subcat. HOWEVER: It will also prevent them using the catalog items which…

Thanks to Mitch's help I have got this working in our very messy environment and I'm absolutely delighted. Many thanks to Mitch for his help and for taking time out of his day to meet with me.

Sadly no there is not. There was an item on the former roadmap published by Samanage (before the SW takeover) to have up to four levels; this however seems not to have survived said takeover.

INTERESTING!! I have been using the "New" system of "custom_values" (or whatever it is). That is an amazing discovery which I'm going to try today!

Thanks but I need to explain more deeply than a quick forum post. Can you drop me an email address in PM and I'll send through a complete description of our setup?

We're trying desperately to get this exact scenario working; however despite tech experts from SW looking at it, and the Tier 2 team offering constant suggestions, we cannot. There is something wrong with the way the JSON and XML gets parsed which makes it fail with an "Internal Server Error". Personally I think this…

It is, now!

LOL! Thanks Sean.

The process integration steps incorporate JSON or XML code which can do PUT or POST commands via the URL.

Thanks Sean - did you get anywhere with this in the end?

Sadly no... 

Sure can! Create a "Custom Form" with the fields you want. Part of the creation process is choosing a scope. Choose "Incidents and Service Requests". You can then use "Dynamic Forms Rules" to further restrict the incidents which will display the form, and the logic in the form itself can be used to show/enable/make…