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I need a solution We found that the selected item fields for Location, Department and Equipment are not cleared if the primary user is changed prior to submitting an incident. ...
Forum Discussion by Dan B | 31 Mar 2014 | 1 comment
I need a solution When sending notifications to End users and Support staff ServiceDesk inserts the users e-mail addres rather than First Name + Surname of Display Name. For example ...
Forum Discussion by Dan B | 16 Mar 2014 | 1 comment
It is simple to display a warning clicking a button.  For example enable 'Ask Confirmation' in the fuctionality tab for the button 'Close'. Does anyone know how to apply the same warning for using clicking the 'x' ...
Idea by Dan B | 06 Feb 2014 | 0 comments
There is a need to be able to re-open tickets that are resolved immediately .  Although in an ideal world these tickets would not need to be re-opened that is not always the case.  There are many situations where a helpdesk analyst may think a fault ...
Idea by Dan B | 29 Jan 2014 | 0 comments
All of the drop down lists except for classifications allow users to press a letter in the keyboard and jump to that area of the menu. Has anyone found a way to modify the workflow to allow technicians using the advanced form to do this?   With the ...
Idea by Dan B | 09 Dec 2013 | 0 comments
 In the Advanved Feeder Form, the Edit Incident Form and the Work Incident Forms when selecting the classification once a user gets to the last option the triangle is still visible. This implies there are more options available. Almost all users who ...
Idea by Dan B | 23 Oct 2013 | 0 comments
I need a solution Is there any way to lock down a change so it cannot be edited during the voting phase? We have found that during voting the CAB approvers can modify a change.  ...
Forum Discussion by Dan B | 24 Sep 2013 | 4 comments
Is there a field anywhere in Incident, Change or Problem tickets for a Third Pary Reference number? Many of our staff interact with third parties on a daily basis.  These businessed all have their own ticket numbers which need to be recorded in the ...
Idea by Dan B | 11 Sep 2013 | 6 comments
I need a solution In a Change Request and Incident the 'User Activity' entries only display if both the 'Audit History' & 'User Activity' are ...
Forum Discussion by Dan B | 10 Sep 2013 | 1 comment
There has been mention of additional options in Rules and Templates to allow both more login and other fields to be included in the MP1 release Does this include allowing Organisational Units to be leveraged in both Rules and Templates? We have ...
Idea by Dan B | 14 May 2013 | 8 comments