12 results found
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Service Console - Substitutes
The visibility of requests in the Service Console does not work for Substitutes. This is an issue in the operational environment because the requests are "stuck" when someone is not available e.g. for an approval or service provider to action. Substitutes are working in the old individual tasks e.g:
Workplace Services/Service Desk/Business Manager/Approve Service Requests
Workplace Services/Service Desk/Service Provider/Accept/Decline Service Requests
Workplace Services/Service Desk/Service Provider/Issue/Complete Service RequestsIt is critical that all these substitute functions are carried over to the Service Console.
18 votes -
Apply Service Desk Security Group Restriction to Workplace
Currently you can apply a security group to a service request type to restrict it in the Web Central "Create Service Request" view. This restriction should be carried over to workplace.
With the questionnaire functionality added to workplace, clients would like to use the new interface for all requests, but for some requests like badge and key they should not be open to anyone to request.
14 votes -
Add Work Teams also to Service Desk/Foundations SLAs
In current versions, when you configure a Service Desk SLA, you can only send the request to an Internal Service Provider and/or an External Service Provider. This means that the request can be assigned to as much as 2 different users. It would be very useful to be able to assign a Work Team as Service Provider (as for Maintenance SLAs).
12 votes -
Better location identification for service requests.
It would be useful to be able to put a pin on a site map to identify a specific location for exterior service calls that do not adhere to a building/floor/room criteria. We regularly submit service calls to our Grounds division and it would be useful to accurately locate a problem area.
9 votes -
Attach more than 4 Documents per Work/Service Request
Our clients are requesting for them to be able to upload more than 4 documents into their work/service requests. We used to implement an alternative to use .zip to upload multiple files but since its been discontinued its been quite a problem for the users. Thanks.
7 votes -
archive hoteling service requests
When a hoteling booking is created, an activitylog record is created. The Hoteling application needs the ability to archive SERVICE DESK - HOTELING activitylog records perhaps with an application parameter and scheduled workflow rule.
As of 2025.01 there is no mechanism to perform this function without a person manually updating the status of these records from APPROVED to COMPLETED.
5 votes -
''team'' feature for Service Desk Managers/Multiple people overseeing the same services
Our stakeholder group that uses service desk currently has a management team that would like to oversee all tickets that their service providers handle, but with SLA configurations, we can only assign 1 service desk manager per ticket. We would love to have more than 1 assigned/have a workaround where multiple SD managers can oversee the same request.
Our current workaround is to have the same login for 3 people (The management team), but this is not great as the email for escalation can only route to the one email (which is 1 person's email and not all).
This would…
5 votes -
Allow multiple recipients in Approval mail to requestor
We have a client who uses a lot of multiple recipients in the email field in the EM table.
When such an employee, with multiple recipients in the email field, creates a Service Desk ticket then he/she will not receive the approval mail.
Instead the error "Illegal address" is logged in the afmnotificationslog table.Unlike the sendMessage method in Message.java, the method checkRequired in the Approval step (approval.java) does not split the email values into multiple recipients
APPROVAL.JAVA:
requestor_email = getEmailAddress(this.context, requestor);
MESSAGE.JAVA:
public void sendMessage(){
if (StringUtil.notNullOrEmpty(this.mailTo)){
// for multiple recipients, we assume separator for the multiple…3 votes -
Reset the activity log ID via Web Central
As an Web Central admin, in order to help with Service Desk reporting, I want to set the Activity Log ID 'prefix' to line up with the current year.
3 votes -
Service Console - Allow all service steps to be performed
Service Console would be much more useful if users were able to action the service reqeusts similar to the individual links in Business Manager (Approve with ability to edit date field for assignment) and Service Provider (Accept/Decline, Issue/Complete - including adding est hours/cost and final hours/cost )
2 votes -
Login process - Infomessage required, when no more licenses are available
If a user logs in to self-service (".../workplace") and there are no more licenses available at that time, the user will not receive an info message, but rather an endlessly rotating circle on a black background.
Here it is required that the user receives a meaningful message from the system.
2 votes -
Work Request shouldn't be closed with pending Satisfaction Survey
Currently Supervisors are able to Close work requests with pending satisfaction survey. Some managements require this to be completed before closing and being able to track their ratings for customer service improvement.
2 votes
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