Comments
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Kind of flies in the face of the term Global Variable. I would expect it and any system field used in an Incident should be available.
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How many people are in the group? Are none of them getting the notification? Another area to check is under the My Account setting for each user, they each have toggles for Notifications that can be turned on and off.
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Be sure to check the notification box in the group set up, it needs to be on.
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I have not done a change request but I've done it with a Catalog item.... Check to see if allows you to do Process Integration. If it does you should be able to do it.
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Not sure it is much help but we don't have any using the Requestor Role. We set everyone up as Service Task Users. Will that help you out?
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I believe I already have it listed there but I'll check my wording....
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We went through Zapier and one of their parts at GetUWired.
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SWSD has an API, I've used it both internally with SWSD and externally using Zapier to update custom fields and they have people that wrote something to pass comments for me.
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I would guess it could be pretty simple if you are going to use emails, those can kick things off by getting your incidents started in SD. You'll want to look into having mailboxes set up for the sub categories to help you sort through them easily. If you need to do more tight integration you can look into Zapier. We used…
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FWIW, we are using the a couple of different methods to interface with ConnectWise Management(CWM). Originally I was going to use Zapier, but found that the interface with SWSD was limited to New transaction types only so we opted to use email. CWM, like SWSD, will create a ticket from email. So we used that format in a…
