Nancy Cunningham
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2 votesNancy Cunningham
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18 votesNancy Cunningham
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18 votes
An error occurred while saving the comment Nancy Cunningham
commented
It is really hard to believe that this system doesn't already have this feature! There is no way to enter a number that includes decimals (or a dollar amount). We really need this for our Purchase Request tickets, so that we can create/export reports and add up the total amount from multiple tickets (or total amounts from multiple fields).
Nancy Cunningham
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1 vote
An error occurred while saving the comment Nancy Cunningham
commented
It looks like this problem has been remedied in many areas of the queue configuration, but not yet in the Service Desk Notifications area. For example, in the attached screenshot, it would be very helpful to have the Queue name added behind "Service Desk Email Notifications", similar to the way it is displayed behind "Queue Customization".
An error occurred while saving the comment 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!
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2 votesNancy Cunningham
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7 votesNancy Cunningham
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47 votes
An error occurred while saving the comment 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.
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32 votesNancy Cunningham
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54 votesNancy Cunningham
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57 votesNancy Cunningham
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7 votesNancy Cunningham
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1 voteNancy Cunningham
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17 votes
An error occurred while saving the comment 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
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An error occurred while saving the comment 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.
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1 vote
An error occurred while saving the comment 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
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1 voteNancy Cunningham
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1 voteNancy Cunningham
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98 votesNancy Cunningham
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1 voteNancy Cunningham
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26 votes
An error occurred while saving the comment 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
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18 votes
An error occurred while saving the comment 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
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It is really hard to believe that this system doesn't already have this feature! There is no way to enter a number that includes decimals (or a dollar amount). We really need this for our Purchase Request tickets, so that we can create/export reports and add up the total amount from multiple tickets (or total amounts from multiple fields).