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ServiceDesk 7.1 Improvements

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

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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.

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