Feature Requests For Service Desk
Hey Everyone,
Here's a few features I'm wondering about and if they'll be in SD 6 or able to be added at some point.
1. Optional Notification Rules. For example, I'm in the IT group and we have the rules setup to email the requester when the ticket is closed. Another group, Logistics, does not want that option. Can this be added?
2. Optional ability for users to see their own tickets. This is sort of like the first rule. In our case, there may be times when confidential information entered into the ticket shouldn't be available to the requester after the ticket is closed. Maybe have an option to check "Hide ticket from requester" or something of that nature.
3. Default settings for technicians who create tickets themselves. This would be nice in the case of different groups. For the users we have them pick groups, but for example, I log in and I'm part of the IT group. Right away the "Group" option under request could be set to default to IT, with the technician name as myself. As it stands right now if you're a technician, regardless of what group you're in, when you create a ticket you have to chose the group, and technician name. This can be repetitive for some of our techs that don't necessarily take requests from end users.
I hope this make sense. We love the product!
Eric
Here's a few features I'm wondering about and if they'll be in SD 6 or able to be added at some point.
1. Optional Notification Rules. For example, I'm in the IT group and we have the rules setup to email the requester when the ticket is closed. Another group, Logistics, does not want that option. Can this be added?
2. Optional ability for users to see their own tickets. This is sort of like the first rule. In our case, there may be times when confidential information entered into the ticket shouldn't be available to the requester after the ticket is closed. Maybe have an option to check "Hide ticket from requester" or something of that nature.
3. Default settings for technicians who create tickets themselves. This would be nice in the case of different groups. For the users we have them pick groups, but for example, I log in and I'm part of the IT group. Right away the "Group" option under request could be set to default to IT, with the technician name as myself. As it stands right now if you're a technician, regardless of what group you're in, when you create a ticket you have to chose the group, and technician name. This can be repetitive for some of our techs that don't necessarily take requests from end users.
I hope this make sense. We love the product!
Eric
Topic Participants
Ericc_me
ServiceDesk Plus
Bradley Munsen
carybielenberg