Video Screencast Help
Give us your opinion and win with Symantec! Please help us by taking this survey and tell us about your satisfaction level using Symantec Connect. One lucky winner will receive 500 Connect points!* Take the survey.

ServiceDesk 7.1 Improvements

Created: 16 Aug 2011 | 1 comment
Justin Dybedahl's picture
6 Agree
0 Disagree
+6 6 Votes
Login to vote

I have a couple of suggestions for the ServiceDesk 7.1 team.

  1. While I and others have created a workaround for this issue, please add a search incidents option to the portal.  The inability to do so is a productivity killer.
  2. Add notification rules.  This could be built into the automation rules function.  Having the ability to create a rule to notify a group/user when a ticket is created and also to have it notify each time the ticket is updated.
  3. Add the ability to create/set a workflow variable as an automation rule action.  I would like the abilty to query based on a variable from within a workflow after automation rules have ran.
  4. Fix the automation rule's auto-lookup of classications.
  5. When setting the Use Change Management and Problem Management properties under Application Properties, Service Catalog forms for such systems are not disabled.

Comments 1 CommentJump to latest comment

skiierj's picture

I also second the search incidents. The search in HD6 was not wonderful but it was so much better than SD 7.1. My helpdesk team says this is a huge deal breaker for upgrading.

They also would like a way to minimize the click to reassign an incident and to resolve an incident. When you have a helpdesk that is taking 250-300 calls a day every minute counts.

+1
Login to vote