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One of the biggest pain points of ServiceDesk is the amount of time it takes to query NS for the user location and department.  Why not populate this information in the user data within ServiceDesk itself and query NS while the ticket is being generated ...
Idea by Justin Dybedahl | 22 Apr 2014 | 2 comments
Dear Symantec, I have been reading the "ServiceDesk Pack for Altiris™ IT Analytics 7.5 from Symantec™ User Guide" at the URL below and in it, it starts talking about "ServiceDesk", but then keeps mentioning "Symantec Endpoint ...
Idea by QuietLeni | 04 Apr 2014 | 4 comments
We'd like the ability to have queues that are walled off from the rest of the system. For example, if we want a business unit to exist on the system but have it's own incident submission form, we need a way to not allow that queue to have ...
Idea by MPowers | 25 Mar 2014 | 0 comments
It would be very interesting to be able to manually change the status of a ticket. Also the possibility of adding custom statusses would be an asset. For example: I would like to be able to manually change the status of a ticket to "Under ...
Idea by Koen van Carglass | 05 Mar 2014 | 1 comment
I consider it normal that you can print a ticket in a way that it can be used. Now, if the incident details extend the box they are not fully printed. I know that it is possible to create a workflow for this, but that should not be necessary, you should ...
Idea by Koen van Carglass | 18 Feb 2014 | 1 comment
There is already a UsingChangeManagement variable under ServiceDesk Application Settings.    Why wouldn't these be disabled if using that?   Shouldn't there also be a UsingProblemManagement?   I know I can always uninstall both Change/Problem ...
Idea by Justin Dybedahl | 14 Feb 2014 | 0 comments
It would be nice to add the ability to create our own request channels so that we can use them inside of the incident, change and problem rulesets as well as running reports against them. The idea is that we can use custom forms with their own request ...
Idea by jpellet2 | 13 Feb 2014 | 0 comments
Please implement sorting of the Assignments dropdown on the Technician Feeder for 7.5 SP1+.   I have no problem adding the simple sort collection component to the feeder but I would think that this should come by default out of the box.   I've ...
Idea by Justin Dybedahl | 13 Feb 2014 | 2 comments
We are currently implementing Servicedesk 7.5 SP1 and there is no way to email a link to the Customer Survey if the tickets is selected as part of the randomizaion rule.  It is quite unrealistic to expect end users to go into the ProcessManager console, ...
Idea by wynn | 13 Feb 2014 | 0 comments
We are currently implementing a ServiceDesk 7.5 SP1 and tried to follow the portion of the Implementation Guide titled " Sending an email To Task Assignees " in order to get the Review Resolution task emailed to the end user so they could ...
Idea by wynn | 13 Feb 2014 | 0 comments