it would be extremely handy to be able to, at the very least, export the selected customers from the rules grant customer/site access tab, at the very most, have a report that will show me the associations between customers and rules, allowing me to pick which customers, or which rules I want to run the report against. In particular I need this for all of my patch management rules as we currently have to audit patch ...more »
The ability to move customers or sites between SOs at the system level would be useful. We have managed and un-managed customers in separate SOs, sometimes they change their agreement and need to be moved.
The ability to move customers/sites/devices already exists within an SO, this would just be an extension of this feature up to the system level.
I don't think customer level users should automatically be able to see all so level filters, dashboards, recipients.
We should be able to choose to make any of these specifics available to them.
We would like to see an option to revieve a notification via e-mail or trigger in CMC when selected size is increasing a lot during a short period. Some customers would like to keep the montly costs stable and would like to be informend when their bill wil increase a lot when their selected data size is growing.
Custom fields at the Customer and Site levels that are accessible via the rules would provide a lot of flexibility when it comes to service templates or notifications. For example: If I want to roll out Security Manager to a customer, but I need to do it on a site by site basis, it would be very easy to have a custom field that indicates that a site should have Security Manager. Then I can create a filter and eventually ...more »
I would like to be able to apply a "notification window" to a device, site and/or company directly or via a rule. The most specific setting wins. This will provide the ability to set up simplified notifications so that administrators don't need to take into account all the possible permutations of service levels for notifications. They simply say, "I want to be notified about X when it is important to the customer/site/device." ...more »
Supporting custom domains, especially on customer's portal would be great for our customers. It would look more professional to use something like helpdesk.mydomain.com but the real problem is that the current customer portal URL is just way too long. Thanks.
We sell different plans for customers, some need 8x5x6 and others 24x7x4. Service Desk treat both as equals, and that leads to bad SLA warning and breachs, hard to choose right priority. I think its a must to be able to create multiple SLA Levels and set the right SLA for Customer and/or Contract. Rules should consider SLA Levels too..
Currently when creating a new end customer in RMM under the general Tab information there is only the possibility to enter the Customer Name and select the time zone, it would be useful to have an additional field called Customer Number that can be used to match with their ERP Systems for billing purposes
There should be a way to filter Users when they attempt to register from the Front End User Registration page. Possibly by only allowing Users to register with Email Domain Names associated with Customers. This could prevent unwanted spam.
When a new user(s) registers from the Front End registration page I think there should be an option to automatically assign them to their associated Customer entry based upon their Email Domain Name they registered with.
When setting up queues, it would be most helpful if we could assign customer to unknown email addresses based on the specific Queue. For example, i create a queue for certain customer and only that customer. I have techs assigned to some customers but not all. I want all incoming emails to this queue to create tickets assigned to the customer of my choice using the rules. This way techs can be restricted and see the ...more »