havens1515 · IT Service Desk Manager · ✭✭✭✭✭

There are already multiple requests open for this - including the top upvoted request. Upvote those instead of creating your own. thwack.solarwinds.com/.../service-desk-dark-mode

Seems we can only forward tickets and not Service Requests. Is there going to be an addition to be able to forward service requests?

Your last bit (scheduling via email) is already possible. Open a saved report and click the calendar icon at the top right. The report must be saved before creating the schedule, but they can be scheduled.

I upvoted yours as well

I have a similar request in already: thwack.solarwinds.com/.../add-conditions-based-on-date-fields

I found this option yesterday, which works for us since we don't use groups for assignments. However, it would still be nice to automatically hide groups which don't have at least 1 agent user in that service provider. Then we could use the groups, but still hide the ones that don't apply to the service provider.

It would also be nice for individual agents to have a widget with their own personal CSAT statistics.

I've got a similar request in: thwack.solarwinds.com/.../favorite-views

I just submitted a ticket to support, but when searching, inactive users show up with grey text on a grey background. Active users look fine.

I have a kinda similar request, if you want to upvote mine as well: thwack.solarwinds.com/.../add-automation-for-tasks

Right now it seems that "Draft" and "Internal" are essentially the same. (Someone please correct me on this if I'm wrong.) I just looked, and nothing from either of these states is showing on the Portal view. It would be nice if "Internal" showed on the Portal View for agents, but "Draft" didn't. You probably shouldn't…

I've got in a similar request: thwack.solarwinds.com/.../ability-to-limit-entry-on-custom-date-fields

I have a similar request in: [mention:2dd4c34ba74643179f2e846849c840f5:fb5d84b10a5745448a7a45dafc1faa43:label=Add%20%26quot%3BPhone%20Call%26quot%3B%20and%20%26quot%3BWalk-In%26quot%3B%20Ticket%20Origin] 

Heatmap report is essentially useless in dark mode. And since I chose dark mode on my profile, my automated reports are being sent in dark mode:

Or even the person's manager having this ability would make sense

After doing some testing, this behavior seems to be completely inconsistent. Sometimes comments are marked as read on hover, sometimes on click, sometimes not at all. This behavior just seems completely broken.

This can be done already

This does exist, but you need to select Category first, then select Subcategory. This means that you wouldn't be able to filter using subcategories from multiple different top-level categories.

"1st work day of the month" would also be good. (Based on business hours.) That way if the month starts on say a Wednesday, it will be generated that day. But if the month starts on Saturday, it'll generate on Monday.

Seeing the update to this, it would be great to have some built-in filters (like the ones you mentioned) but also have the ability to use a custom regex filter for use more advanced users.

This is an example from our instance. This was an email comment. I used some boxes to redact some sensitive information, but you can still see the issue here. I used a white box to redact white text, and black boxes to redact black text. This is not happening on ALL incoming emails, but this is one example. The large black…

This seems like a no-brainer, considering the title of a ticket can change but the number cannot.

I just noticed that these options exist - mostly - in reports: * Week to date * Month to date * Last week * Last month It's still missing "Today" and "Yesterday", but it's better than what's available for widgets.

Part 1 is done. You can "Forward" tickets to another service provider, however right now it only works with Tickets, and not Service Requests.

This would be great for time limited notifications. I recently realized that there was a notification on our portal that our new printers had arrived, and that we would be setting them up at the offices over the coming days / weeks.... Those printer arrived last summer, and I forgot to take down that section from the…

You can do this with automation rules:

Agreed! This needs a direct email to ALL admins. I was lucky that I saw the dot on the "What's New" icon, but most of my team does not look at that. I'm sure there are many more who will miss this if all that is done is an in-app notification. A breaking change like this calls for an email direct to all administrators to…

Any details on what the sandbox will entail? Is it somewhere that we can submit test tickets and/or Service Requests without them creating real tickets, or is it something else?

Lots of good stuff on this list of things to come! Thanks for the continued work to improve your product!

OK, it seems I just can't do this for changes marked "Internal". Can we make it possible for Internal changes?