OpenText ZENworks Service Desk Community

ai chatbot

RaveNet

With popularity of ai chatbots, there's a base expectation from customers for the service desk to also include one to help open requests and redirect to KBA articles.
- 8 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Validation rules for date fields in Dynamic forms

Sector_osh

Could we add some validation rules for date fields used in Dynamic forms. Date can not be in the past/future Ability to compare dates entered - e.g. a date field called 'end date' cannot be set to a date earlier that another field labelled 'start…
- over 1 year ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Add visual status indicators

KamM

It would be nice to have a visual color indicator, based upon the status of the request. Couple of different ways I could see it implemented: 1.) Have the text color of "status" column change. When its "Open", leave the text green or "On-hold" set to…
- over 1 year ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Make store components optional

Sector_osh

Now that we can add dynamic forms to store items, some of the standard store fields/components are unnecessary. Making the CC field, Request Description box and any inherited fields from the service requests custom fields optional would help to tidy up…
- over 1 year ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Hide Item, Item Type, Classification, Status and priority be hidden from dynamic forms

Sector_osh

Can the Item, Item Type, Classification, Status and priority inherited from the QC be hidden from the dynamic form?
- over 2 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Allow for a change of default text size for Notes

strj500

Currently default text size is 12, some might like the ability to change the text size to better suit an individual's desire or need.
- over 2 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Make Customer Contact Details Configurable

Sector_osh

On the customer portal we can add the option for the user to add their contact details by enabling 'contact details' via Setup -> Privileges -> Customer This adds a Location Field and Preferred Contact type field. In our case we would like to enable…
- over 2 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Request for ability to place custom text in customer portal.

Sector_osh

Request for the ability to place custom text in the customer portal on both the home page and the create new request page. Realising that some areas of text is customisable and alerts can be published. We would like to be able put text front and centre…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Dynamic Forms linked to Items and or Item Types.

Sector_osh

Version 8.2.1 gives us dynamic forms in the technicians portal when logging requests which is really useful. It would be useful to be able to also link Dynamic forms to either items or Item types and present these through the customer portal. Currently…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Make Customer Portal Home page more configurable

Sector_osh

I've had requests to be able to configure the home page in the customer portal. Add, move or remove certain items from the page. An example being move the quick calls, knowledge base and surveys to the top of the screen and move/remove Requests awaiting…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Use Dynamic forms to customize New Incident Requests, Service Requests and Store Items

Sector_osh

It would be useful to be able to customise the New Incident Requests, New Service Requests and store items screens using dynamic forms similar to Quick calls.
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Enable or disable button view for Change and Service Request by OrganizationUnit

Riccardo Rossi

I enabled change request in view and edit mode for customer but only people with advanced skill know the difference between incident and change or service request. Should be interesting permit a way to display the change request button only for specified…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Ability to add/modify Email Alias & more details in the ZSD Customer Profile

ppedron

Currently under a Customers "My Profile" there are two static fields that cannot be modified (understandibly so - UserName & Email Moving to new domains the Email needs to be modified or at least an Email Alias added. Having the ability to allow Customers…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
The Team Manager approval is not listed as requests awaiting my approval

Marcus Gould

In the customer portal approval by “Customer”, “Line Manager” or “Item Manager” are listed as approval state but a request awaiting “Team Manager” approval is not listed as awaiting approval request. Per documentation : Please could we have Team…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Localization of the new Custumer Portal

Kamil Vratny

The new Customer Portal should allow custom localization to other languages. We cannot sell end-user software without providing a way to localize it, this requirement is always mandatory. It seems that language strings are prepared in i18n directory and…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Make the request list no longer hard coded

Heiko Talarek

We could not add the priotity column to the request list in the customer portal. At this time this view and the columns are hard coded. Please make it possible to "design" a list view as the customer want, in my case add the "priority" to the list. Thanks…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Customer Portal - Adding notes to request

MigrationDeletedUser

The add notes option is not obvious to the customer, could this be made a button at the top or bottom of the request
- over 5 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Reopen ServiceRequest

hmas

At the moment it is only possible to reopen tickets for incidents on customer side. We also need this functionality for service requests.
- over 5 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Searchable LDAP fields for customers

Sector_osh

Most of our store items require the customer to enter their line managers name for authorisation. These are compulsory fields - it would be useful if the field searched for users pulled in from the user ldap syncronisation.
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Show case subject in Customer Portal/Requests

MigrationDeletedUser

Subjects of customer cases cannot be seen in the list. They cannot be seen in Request Detail too. Customers are asking why most important information (for them) is missing.
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Make Quick Call selected or unselected when being part of Group Template

MigrationDeletedUser

All Quick Calls are selected by default when being part of Group Template. It would be nice to have possibility to change this behavior when needed.
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Rename hardcoded Categories through description

MigrationDeletedUser

Due to ZENWorks import categories like Hardware, Software and Mobile Devices are hardcoded and not translatable. Not english Customers, particular in the Customer portal, need translated names, like e.g. "Fachanwendungen" for "Software". It would be great…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Case sensitive fields

MigrationDeletedUser

There are case sensitive fields into the service desk customer center like the elements (windows bundles). This should be changed to the normal value. It doesn't make any sense for the fields to be case sensitive.
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Ability to Sort Items in the Store

MigrationDeletedUser

With 7.3 we now have the ability to have a service "Store". We really like the ability to use icons and make it easier for customers to find the services they need visually. That being said, there doesn't appear to be a way to sort the order the services…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Supply hard links to outages and planed outages

jskelton

It would be nice to have a way to have hard links to the outages and planed outages tabs. This would be useful when an org wanted to have a separate web address (RSS feed) or other services for these two public facing notifications. i.e outages.domain…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas

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OpenText ZENworks Service Desk

ai chatbot

Validation rules for date fields in Dynamic forms

Add visual status indicators

Make store components optional

Hide Item, Item Type, Classification, Status and priority be hidden from dynamic forms

Allow for a change of default text size for Notes

Make Customer Contact Details Configurable

Request for ability to place custom text in customer portal.

Dynamic Forms linked to Items and or Item Types.

Make Customer Portal Home page more configurable

Use Dynamic forms to customize New Incident Requests, Service Requests and Store Items

Enable or disable button view for Change and Service Request by OrganizationUnit

Ability to add/modify Email Alias & more details in the ZSD Customer Profile

The Team Manager approval is not listed as requests awaiting my approval

Localization of the new Custumer Portal

Make the request list no longer hard coded

Customer Portal - Adding notes to request

Reopen ServiceRequest

Searchable LDAP fields for customers

Show case subject in Customer Portal/Requests

Make Quick Call selected or unselected when being part of Group Template

Rename hardcoded Categories through description

Case sensitive fields

Ability to Sort Items in the Store

Supply hard links to outages and planed outages

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