Nancy Cunningham

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  1. 2 votes
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  2. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  3. 39 votes
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    6 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    Nancy Cunningham commented  · 

    This is an interesting concept - I really like this idea (but I'm out of votes!).

    We also use single select custom fields to create checklists for a couple of different scenarios, and have rules that trigger based on some of the options that are selected.

  4. 31 votes
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    6 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  5. 54 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  6. 54 votes
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    2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  7. 7 votes
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  8. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  9. 16 votes
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    2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    Nancy Cunningham commented  · 

    It would be helpful to be able to add new child tickets into a process template that are only used in 'future' processes. For example, we occasionally need to make changes to our on-boarding processes, which requires adding or removing child tickets. The problem with adding new child tickets is that if an old/completed process is edited (for example - a comment is added), the new child ticket is automatically added into that old process.

    In addition, it would also be helpful if we were able to 'disable' a child ticket (instead of having to delete it from a process template) in case it would need to be re-enabled in the future. I have had this happen, and we had to recreate several process templates and 'retire' the old ones, which would have been unnecessary if I could have simply re-enabled that child ticket.

    Nancy Cunningham supported this idea  · 
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    Nancy Cunningham commented  · 

    This option would allow some flexibility so we would not have to create as many processes. For example, technology services that need to be set up for new employees will vary based on the type of position.

  10. 1 vote
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    Nancy Cunningham commented  · 

    This also applies to the Queue Customization page. Basically, after clicking Configuration > Queues > and selecting a queue, you can no longer tell what queue you are working with (unless you can tell by the data listed on that particular page). Each page should have the name of the queue you are working with displayed at the top. Thank you!

    Nancy Cunningham shared this idea  · 
  11. 1 vote
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    2 comments  ·  SMA (K1000) » Appliance  ·  Flag idea as inappropriate…  ·  Admin →
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    Nancy Cunningham commented  · 

    Thanks for asking. No, I haven't been contacted by anyone about this issue, and it still does not work. Unassigned is not available in the drop-down list.

    Nancy Cunningham shared this idea  · 
  12. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  13. 1 vote
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    0 comments  ·  SMA (K1000)  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  14. 86 votes
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    11 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

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    Nancy Cunningham commented  · 

    There is now an Additional Emails field in the user record (we recently implemented versions 7 & 8). Removing my vote to use it elsewhere.

  15. 94 votes
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    under review  ·  7 comments  ·  SMA (K1000) » Reporting  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  16. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  17. 26 votes
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    under review  ·  2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    Nancy Cunningham commented  · 

    In order for this to work properly, you would probably also need to add an 'All My Queues' option in the Queue drop-down on the Tickets View. Doing this would allow the search to cover multiple queues. Right now, if an Owner does not have access to 'All Queues', they must search each queue separately. This is a major issue for our tech support front line.

    Nancy Cunningham supported this idea  · 
  18. 18 votes
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    under review  ·  2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    Nancy Cunningham commented  · 

    Yes! We have the same problem. We have too many queues that can be viewed by users, but we can't hide them without losing the ability to assign them as submitters. Please implement soon!

    Nancy Cunningham supported this idea  · 
  19. 70 votes
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    under review  ·  1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  20. 106 votes
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    5 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

    Nancy Cunningham supported this idea  · 

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