OpenText ZENworks Service Desk Community

Assign a specific priority to urgently flagged mails

StefanoR

Hello, It would be great to have an option in the ZENworks Service Desk where you can specify a priority which is assigned to ticket automatically when they come in via mail and have the mail flag with high or low importance/priority. The use case…
- 5 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Add "Team Email Address" as a dynamic field in Responses tab

AvilaAdmin

In the Category/Type Responses tab, we can add the Team Name, the Team Phone Number, but not the Team Email Address. If this can be added as a configurable field, that would be fantastic. In addition, when adding the Team Phone Number, I can't make…
- 5 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Option to schedule email polling for after hours use.

scrivies

We would like schedule the email polling to disable between 7pm and 6am then have an email rule to forward mail from the polling account to 1 team member in case of emergency. Any auto tickets can be created at resumption of polling at 6am. Thank…
- 7 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Screenshot via mail embedded in the note

StefanoR

Hello, currently if customer create tickets via the customer portal and put a screenshot in the note/description the screenshot is embedded. If the customer create the ticket via mail and work via mail with screenshots the screenshots are attached…
- 7 months ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Auto draft note when item number is unknown

Sector_osh

If you try to send a note to the customer when the item number is unknown 100001 when you click add, the note is not added, an error occurs and the content is lost. It's frustrating having to re-type the note again after assigning the item. In the case…
- over 1 year ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Add Parameters (Customer First Name and Customer Last Name) to All templates

strj500

Currently not all templates include first name and last name. Example: Configuration->Types->Type->Responses tab->select item->Edit->Insert Parameter and same for Categories. Currently only allows for Customer Name (which is their full name) and we don…
- over 2 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Additional search options for the email log

Sector_osh

the ability to specify a time range in addition to the date would be helpful as well. Also a free text search, or maybe sender/recipient search field. Thanks
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Ticket Link Variable - Add Ticket Link in email via variable

ppedron

All Tickets have a Ticket link at the bottom that can be copied/pasted into an email. It would be nice to have a Ticket Link "variable" for use in the templates to automate this process. When someone receives the "ticket was opened" email, the link…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Discard mail signature pictures in ticket attachments

StefanoR

Hello, when people communicate over mail with ZENworks Service Desk (ZSD), they have default signature with pictures. It would be great if ZSD has the ability to ignore mail signature pictures and dont't attach them to a ticket. Solution options…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Team Leader Notification Deactivation

ppedron

Team leader gets email notification every time an incident is placed in the incident queue. That works as designed When an incident is placed in the incident queue the assigned technician is the system user and so on the team leader is getting notified…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
LDAP import attributes for email default locale and default local timezone

StefanoR

Hello together, The first one: I’m looking for an attribute in the ldap advanced configuration to assign email default locale to imported ldap users. Background information: People that are imported over ldap could be german user or international…
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Change incident ticket status from email subject line

AbolinsJanis

Hello, Would be nice to have possibility to change Service Desk incident ticket status by replying to auto-generated Service Desk email by email. For example, on email reply put in subject line Service Desk ticket ID #number and tickets new Status (Status…
- over 3 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
workflow - email notifications

Heiko Talarek

At this time email is controlled by team or user. There is no option to control email by workflow. We can add or delete some workflow steps but not decide send an email or not. Would be great if this feature was available. Best regards, Heiko
- over 5 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Toggle Email Responses

MigrationDeletedUser

An abundance of e-mails are generated when actions are taken in the system. We propose the option to, from the e-mail template edit screen, toggle whether specific messages will be sent to users of the system.
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Allow customers to update tickets via email but not create new tickets via email

atobias

Our Customers do not have ability to create tickets via email (so that they are required to supply more relevant information). However, it would be nice if they could reply to email generated from existing ticket notes and their reply's would be added…
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Configurable email replies

MigrationDeletedUser

When Service desk receives an email which has, for example: From: customer@domain1.com To: servicedesk@domain2.com; someoneelse@domain3.com Replies are sent to customer@domain1.com as well as someoneelse@domain3.com. There are cases when reply is required…
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Automated reminders for incidents/requests scheduled for a specific day/time

Damian1

It would be useful if we had the ability to mark a request as scheduled for a specific date/time, and for that request to then be set as an appointment/reminder in your email calendar. For example if I had a user request a laptop for a meeting in two…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
update incidents/add notes via email using the "Incident#" number in the subject line by anybody

MigrationDeletedUser

update incidents via email using the "Incident#" number in the subject line rather than just replying to an email. This means that the service desk application should use only the "Incident#" prefix in the subject line to update existing jobs rather than…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Team email signatures should be editable from the team definition

MigrationDeletedUser

Updating the global email signature from setup -> setup -> email -> templates makes sense, however, if you're using email templates per team... I would expect to find the customizable text in the team definition under User -> User -> Team, not under Setup…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Remove attachments from Service Desk emails

MigrationDeletedUser

We have users that need to attach a file to a request with sensitive information. The issue is when the file is attached, a notification email is sent, which includes the attached file. Our email servers, which we do not control, flag it as a security…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Public notes sent via e-mail should appear at the very top of the e-mail

MigrationDeletedUser

Public notes sent via e-mail should appear at the very top of the e-mail. Customers all too often do not see the note due to it being buried within the overall e-mail.
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
E-mail should support EAS

MigrationDeletedUser

E-mail should support EAS, not just POP, IMAP etc.
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Request URL to be available on ALL email templates

MigrationDeletedUser

The Request URL is a link that is identified by the Request Number and links you directly to the request within Service Desk. Unfortunately this is only available on pages like CreateIncident, CreateRequest, CreateTechIncident, CreateTechRequest, and…
- over 8 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Ability to configure email reject filters

MigrationDeletedUser

Servicedesk assumes the following emails are system generated and filters them out: Sender shouldn't be any of the following 1. postmaster@ 2. daemon@ 3. noreply@ 4. donotreply@ 5. Email start with 'no-reply' Also subject shouldn't contain any of the…
- over 8 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas

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OpenText ZENworks Service Desk

Assign a specific priority to urgently flagged mails

Add "Team Email Address" as a dynamic field in Responses tab

Option to schedule email polling for after hours use.

Screenshot via mail embedded in the note

Auto draft note when item number is unknown

Add Parameters (Customer First Name and Customer Last Name) to All templates

Additional search options for the email log

Ticket Link Variable - Add Ticket Link in email via variable

Discard mail signature pictures in ticket attachments

Team Leader Notification Deactivation

LDAP import attributes for email default locale and default local timezone

Change incident ticket status from email subject line

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

workflow - email notifications

Toggle Email Responses

Allow customers to update tickets via email but not create new tickets via email

Configurable email replies

Automated reminders for incidents/requests scheduled for a specific day/time

update incidents/add notes via email using the "Incident#" number in the subject line by anybody

Team email signatures should be editable from the team definition

Remove attachments from Service Desk emails

Public notes sent via e-mail should appear at the very top of the e-mail

E-mail should support EAS

Request URL to be available on ALL email templates

Ability to configure email reject filters

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