OpenText ZENworks Service Desk Community

Map custom fields used in service request incidents when converting a ticket from SR to indcident

Sector_osh

Map custom fields used in service request and incidents when converting a ticket from a service incident to indcident. Customers service request and incidents have the same custom fileds applied e.g. location asset id phone number etc. If a call is…
- over 2 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Breach notification to team or team layer

LL2

Option to have the entire team and/or layer of the team receive notification on breach or SLA alert. Currently only Technician, Service Level Manager and Team Leader can receive notifications with breach.
- 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
Add CC Mail when creating a request or Quick Request from User Portal

fpernet1

Whenever it is the Request form or the Quick request form, we are unable to add CC Mail recipients. It would be great to add this field to these forms. More Generally, it would be great to be able to customize these forms.
- 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
Providing documentation to customrize end-user portal

xktran

The current documentation already has some instructions to customize banners/legends. It would be good to have documentation/instructions beyond that, e.g. removing "Self Help" completely from the portal. Thanks
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Print job sheet from the Incident

AvilaAdmin

We need to attach physical paperwork to hardware which identifies who the hardware belongs to and what the issue is - when it's been brought in to our IT Help Desk for repair. It would be great to be able to customise the Print Viewer to be able to display…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Default Ticket Type

ppedron

Ability to “set” a default ticket in the drop down for customers or technicians. If we use Incidents more than Service Requests then having "Incidents" as the “top” selection in the list when opening up the Requests page would be a valuable option.…
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Add customer's username as a possible column option for custom view on home tab

strj500

Add customer's username as a possible column option for custom view on home tab
- over 4 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Option to assign any item to email requests.

lloja

Option to assign any item instead of the unknown item from sending email request. Currently only the unknown item is assigned to a generic request from email with no option to change. With several teams each having a unique email address the team should…
- over 5 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
each web login needs a location for a legal notice

jskelton

The new /servicedesk user portal does not have provisions for a legal banner. This is a requirement for many organizations and should be standard on every product moving forward. In the classic /livetime portal, i was able to add text by editing setup…
- over 5 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
tools to configure columns on form: "waiting Approval’s list"

MigrationDeletedUser

In Service Manager there is no functionality: tools to configure column on form: "waiting Approval’s list" - format: approval.inbox.display. We would like change column's on display form: list of waiting Approvals. Scenario When you edit form: "approval…
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Make ticket description optionally non-editable for Users

MigrationDeletedUser

Some Customers hate the fact that Users can edit descriptions they wrote. They would appreciate an option to disable this possibility.
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Need option for calendar week starting on Monday or Sunday.

MigrationDeletedUser

In Service Desk when registering planned outage (in some other places too) for picking outage date and time Service Desk provides calendar view. There week starts with Sunday. In european countries week typically is starting from Monday. Users are complaining…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
UI to change/select NSD portal colors

MigrationDeletedUser

Need an UI to change/select the look and feel of NSD portal. Today I can change it through CSS, however an UI would make it simple
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas

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OpenText ZENworks Service Desk

Map custom fields used in service request incidents when converting a ticket from SR to indcident

Breach notification to team or team layer

Make Customer Contact Details Configurable

Request for ability to place custom text in customer portal.

Add CC Mail when creating a request or Quick Request from User Portal

Make Customer Portal Home page more configurable

Providing documentation to customrize end-user portal

Print job sheet from the Incident

Default Ticket Type

Add customer's username as a possible column option for custom view on home tab

Option to assign any item to email requests.

each web login needs a location for a legal notice

tools to configure columns on form: "waiting Approval’s list"

Make ticket description optionally non-editable for Users

Need option for calendar week starting on Monday or Sunday.

UI to change/select NSD portal colors

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