Reccently our enterprise has been struggling to start using ServiceDesk Plus. Besides the work required to adapt it to our workflow, configure everything and start using the application, we have encountered two things that we think would be great to add in future releases to help the management of requests:

      - Add text to approvals:

            When a service request requires an approval (ie: from an Enterprise Manager), the person that gets the approval in the HomePage.do views the approval button correctly, and can choose wich action to take. 

            The problem comes that when that pop-up window is opened to take action, there is no approval text (or description) explaining the situation that requires approval. That text appears in the notification email but not in the pop-up window whenever the service approver clicks the button. That means the manager needs to see the description text in the email, thus making it confusing.

            Instead, we propose adding the approval description text to that pop-up window that appears when clicking the approval button in HomePage.do and thus, potentially saving time and effort for service approvers, or at least, adding comfort to the overall use of the application.

      - Change request conversations view:

            

            Inside the requests, under the text and before the details lay the Requester Conversations. They are listed from old ones to new ones. 

             We propose an option to change the listing, so that it can be set up to list from new Requester Conversations to old ones, so that the new replies and conversations appear earlier inside the request and thus makes it easier to navigate.

If you need any additional information feel free to ask. Our company thinks this two simple features would be good to add.

Thank you.