Service Automation

I would like to have the option to have another group or groups besides the resource owner that can make requests on behalf of a user. Depending on the selected approval workflow, the product is assigned immediately or goes to the approver for approval. This allows users to request products without being a resource owner. I would like to apply the same to managed users, so that they can request one or more products for the user without having to be the manager.

Actually it is possible to build a direct link for a managed user for all products which can be requested for him. Example: https://tenant.helloid.com/app/selfservice/managedusers/10a123a1-c8e5-1234-8f2d-c66ba773dc28/Lene-Jung/products When a product is requested on this view, the url stays still the same. When the url has also the product id for example, then it would be possible to send the url to manager by mail, so that the product can be requested directly.

With the current self service products it is only possible to assign one (or a set of) AD groups. So, if there are different roles within an application, there has to be a seperate product for each role. Many of our applications have different roles. We would like to have one form where you can choose the required role, and subsequently the correct AD group gets granted bases on this role.

Currently, end users can see all available Self Service Products, even those they do not have access to. When attempting to request such a product, they receive a message like "You are not allowed to request this product." This leads to unnecessary clutter and confusion in the product overview. We would like to limit the visibility of products so that end users only see the groups/products they are actually allowed to request. This would significantly reduce the number of visible products and improve clarity. At the moment, the only workaround is to use categories to segment visibility, but this requires creating a separate category for each product, which is not scalable or maintainable. Suggested Improvement: Add a configuration option to hide products from users who do not have access. Make product visibility dynamically dependent on group membership or access rights. Benefit: Improves user experience by reducing confusion. Keeps the product overview clean and manageable. Reduces administrative overhead by eliminating the need for excessive category creation.

Currently, the request timeline UI cards do not visually indicate certain actions, making it harder to quickly understand the status and executed actions. There are multiple ways to handle requesting, approving, and recertifying product requests. By making this information visible on the timeline cards, it becomes easier to get a complete overview of the status and executed actions at a glance. Add card icons for the following actions: Time limit extension Execute approval action Execute return action Forced approval (e.g., via Self Service Administration, use user-tie FA icon) Other notes for this feature request Display icon on the timeline card corresponding to each action. Show disabled state if the action is not applicable. Show active state if the action is applicable. Add a tooltip on hover with descriptive text explaining the icon.

Currently, it is not possible to execute the configured optional product return action(s) when denying a recertification request (Admin > Recertification > Administration). This provides administrators more flexibility and control when handling recertification denials Update the modal text Add a radio selection to specify whether the product return action(s) should be executed Ensure the Elastic audit message includes this new information

To create high availability we would like to be able to create notifications when certain products/licences are (almost) out of stock. For example when the MS Vision licences are at 90%. Notification to a configurable roll/employee. Another option is an overview of all products and their current stock (by number and % available).

It happens regularly that managers forget to assign a delegation when they are on holiday. It would be helpful if the administrator had rights to do this for a manager.

I don't want anyone to add all groups to a user. I would like this button to turn off. Or give the person a popup when he selects more lets say 5 at the time.

Currently, we can only see the Product name in the default approval mails. We would like to be able to customize the content of the default approval mails. For this specific scenario we need to provide more information than just the product name. And yes, we could just edit the product name to include all the information, but that would result in a very long product name. An example of the desired extra content: "Upon approval, <requester> can manage the tasks for project X without further approval. There may be a cost associated with this." Perhaps just (optionally) adding the product description to the content of the approval mail would suffice.