OpenText ZENworks Service Desk Community

Ability to configure more levels of priority

Sector_osh

We currently have P1 to P4 available - would it be possible to configure a P5?
- over 1 year 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
Automated workflow for customer follow-ups

Stuart Thomas

Is it possible to setup a workflow that will automatically send a follow-up email to customers when the status is, i.e. 'Awaitng Customer' and there has been no response for a period of time?
- over 3 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Improve granularity when restricting who can edit particular Configuration Items

MigrationDeletedUser

Sample use-case: "Everyone can edit everything except these six specific items." "These four people can edit those six specific items." By default this does not appear possible. Can we improve the way we restrict who can add/delete/edit particular CIs…
- over 6 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Automatically change status of an paused incident back to an assigned one on an determined date

ABlumm

I want to set a date/time for an paused incident, after this date the ticket should go back automatically to another status. For example: customer tells me he needs 4 days to gather a needed Information, so the ticket could go back from paused to an assigned…
- over 7 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Search for breached incident and service request

MigrationDeletedUser

I should be possible to get a list of all breached incidents and service requests with the possibility to filter for different keywords in this list. It should be possible to get on overview of items which missed the SLA to get an idea why this occurs…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Specific date delivery against SLA

MigrationDeletedUser

NSD currently allows only SLA in a traditional meaning, response, restoration and resolution time can be set as well as blackouts and several other options. Every Request is necessarily associated with a SLA. This logic prevent the software to be able…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Dynamic Team Selection for different Workflow States depending on Configuration Item

MigrationDeletedUser

We have around 50 items. For each Item two teams different teams are responsible. Now we would like to have one Workflow which is identical for every item. But in the different workflow states, depending on the item, another team has to be responsible…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Approvers chosen by budget/costs

MigrationDeletedUser

Currently the approvers for any given workflow or workflow state can be Customers, Line Managers or Team Managers. There is no functionality that automatically select the approvers based on the costs or budget related to a given requests. Allow to specify…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Option to disable automatic escalations

MigrationDeletedUser

There's actually no way for a ticket to be escalated anywhere - we only have one layer per team, so NSD is escalating to nobody, which seems a really poor behavior. Escalating to a different technician would also be the wrong behavior. Reducing the number…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas
Workflow - Approval - new Approver type "Item/Type Manager"

MigrationDeletedUser

Currently I have following types of managers: IT Managers - used for final approval of IT Services / Changes Linemanagers - used to approve new employees Appmanagers - used to approve changes to corporate apps I have more than 50 applications managers…
- over 9 years ago
- OpenText ZENworks Service Desk
- ZENworks Service Desk Ideas

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OpenText ZENworks Service Desk

Ability to configure more levels of priority

Breach notification to team or team layer

Automated workflow for customer follow-ups

Improve granularity when restricting who can edit particular Configuration Items

Automatically change status of an paused incident back to an assigned one on an determined date

Search for breached incident and service request

Specific date delivery against SLA

Dynamic Team Selection for different Workflow States depending on Configuration Item

Approvers chosen by budget/costs

Option to disable automatic escalations

Workflow - Approval - new Approver type "Item/Type Manager"

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