danielaharon · VP, Product Management · mod

@"JDobbsy1987" Thank you for your comments and feedback. Below please find responses to the points you raised. * Assigning runbooks via automation rules - I'm happy to say that this functionality is already on the roadmap * SLA criteria - similarly, we plan in the future to allow SLA assignment via automation which should…

That is correct. We submitted the application to Slack a few days ago and are waiting for Slack to release it to their marketplace. @"csgrkw"

@"pmj.osborne" We do plan, when we fully release dynamic forms, to support this type of functionality, so that you can dynamically respond to user selections as they fill in a form. 

@"klabs" Would the following permission option address your need?

@"dickie" Apologies, it looks like this feature was announced prematurely. It should be released later this month. We removed this part of the announcement for now.

What are the gaps between what is currently supported under Other Assets and the functionality you are looking for? For example, for HDMI cables, I created an entry called HDMI Cables under Other Assets, categorized it as of type Cables (a new custom type I added) and then used the Available Quantity field to reflect the…

Depending on your specific requirements, this might be possible today in a slightly different way. You could use time based conditions under automation rules, and then the Send Notification action.

@"dickie" * Yes,I agree that we could have done better in terms of the announcement description. We just made some changes to the announcement to make things clearer and we will update the detailed release notes as well as needed. * URL - we could have done that but it involves a bigger effort and we wanted to make this…

Yes, we do intend to support diff intervals per approval request in the future, as well as full reminder flexibility via automation rules. Having written the above, could you please share the use case details behind wanting to use diff intervals per request for your organization? 

I see that you have opened a feature request for this integration. MS Teams and Slack integrations were prioritized high based on popular demand. We will definitely consider adding integration with tools such as Cisco Webex if we see high demand for such integrations. @"dehaege"

Reminders are sent at intervals relative to the most recent notification sent, or the timestamp of the initial approval request creation.

 @"jpayne80" User side suggestions are part of a future phase on our Gen AI roadmap. In the current phase we would like our Gen AI engine to acquire sufficient ticket data (per individual tenant/account) to accurately suggest solutions that agents accept and use. In the next phase we plan to auto suggest those verified…

Yes, we can look into supporting more replacements vars/attributes. Can you please describe the use case? Is the goal to create a "child" incident for a new incident of a certain type (e.g., using an action of Create Record)? @"MikeMcGovern"

No obstacle. It is all about impact and priority. As we communicated on the last quarterly update, due to continuous popular demand, we recently resumed work on supporting dark mode and would like to try and deliver it before the end of the year. 

 Hi @"nseruame" I appreciate the detailed and transparent feedback. I had already mentioned that we will support better granularity and more reminder options in the future. I nevertheless asked the question to see if there is anything unique to the way your organization wants to use reminders, that we should take into…

@"dickie" Object ID is the unique identifier in the database that appears in the URL when you view an incident. The incident number is the reference number visible to agents/technicians and requesters. The value of exporting the Object ID is that if you prepare an "interactive" incidents report (some customers do this in…

@"averba.snoisle" You can also choose to disable edit access for some roles. For example: You can also narrow the restriction to select scopes:

Exactly

Hi @"RobGanaro" This functionality is currently being worked on and should be releasing soon. I updated the feature request's status to reflect that. 

Hi Mitch, @"MitchKiah" Sure, we can provide more details on this feature. In a nutshell, this feature helps scenarios where collaborators work on a ticket mostly via email (e.g., HR), make comments that should only be visible to select people (and remove anyone else from the CC list), but don't realize that the CC list…

Hi @"Suliman.k" In a nutshell, what we're planning to provide is the ability to set up "sub-tenants" of Service Desk for different departments (such as HR, Facilities, Finance, and Legal) within the same organization's service desk tenant. These sub-tenants will each have their own ticket management, service catalog,…

@"jlirette" The ask makes sense and we will consider this and other automation rules extensions as part of our roadmap planning. Please note that for the specific use case you mentioned, you could use the following approach: 1. Create an email template that guides requesters to use the portal for all service requests 2.…

@"aliavci" Can you please provide more details on the use cases and flows for the request above? For example: * What would you do with fetched articles and where will you present/use them? * Where would the content for created articles come from? Would those articles be added periodically or ad-hoc? * What kind of updates…

@"thisal.randima" It's fairly straightforward. It means that you have 30 agent licenses in use out of which, only 5 were paid for. You can click the number '30' to see who is using agent licenses. 

 Hi @"cdow2011" The above sounds like a bug. Please open a support case with us and provide an example (e.g., screenshots of the rules you are using) and the engineering team will take a look at the issue. Thanks, Daniel

@"alexiahejnicki" Makes sense. This might be a quick win that we can address via our short term roadmap. We will discuss this ask with our engineering team and get back to you with an update within the next few days

Hi @"bgflan" Here is the syntax for retrieving an incident by number: curl -H ... <a href="https://api.samanage.com/">https://api.samanage.com/</a><strong>search.json?q=number:287</strong> where 287 is the incident number. We will update the documentation to make sure this option is spelled out and is easy to find. HTH…

Hi @"Daveheart" The views above are for different parts of the app. The first is from the service portal and the second from the technician's app. For the portal view, have you looked at the following setting? This setting should help you change the behavior on the portal. Let me know if it helps. Best, Daniel

Yes, those buttons will move from the email to the survey page. The survey notification email will include a single button that will take requesters to the survey page.

The In-Notification Direct Actions option should help (it should be set to the Off position):