It would be a VERY useful feature for us if you can include the ability to 'record' macros for the purpose of creating, populating and closing incident or service requests with 1 selection.

 

Here's an example:

 

A user sends us a request to load, run, and notify him/her when a batch job has been completed.

 

We now have to create a Service Request (even if it's template) and start filling in the info.

 

If you had the ability to record macros, we would only need to fill in user (variable passed to template) and that's all. The macro would then fill in the rest of the info and CLOSE the request.

 

We have lots of incidents/servcice requests that we could apply this to and it would save my SD people valuable time (plus the monotony of having to fill in the same fields over and over again.

 

We had the ability to record macros in our old ticketing system and found it extremely useful.

 

Thanks for considering.