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Service Desk offers a few beta features (known as "labs" features) that account administrators can turn on and off for the entire account, which enables users to try out new and in-development features in their "as is" state. In addition, the page allows account administrators to opt-in to potential upcoming features, which allows the Service Desk development team to gauge interest in possible new features before devoting time to their development (e.g., customizable report columns, discussions hosted on a separate comments tab, etc.).
Note: This feature is available to account administrators only.
- Automatically link records to releases
If an account administrator is on the Deploy tab while adding a release record and includes the record ID of an incident, problem, change or knowledge article (using the format "B#XXXXX), this feature will automatically link that record to the release using the connections in the right navigation. This can help automate the linking of work completed for a release, giving visibility into which incidents and changes were included in any given release.
- Hide references to people in customer-facing emails
Emails sent to customers will not include mention of the assignee or owner in the "Other Updates" section of the email. This is useful if account administrators don't want customers to see references to support agents in the emails they receive.
- Show more info on incident dashboard
A Show more info link will appear on the incident dashboard, which agents can click to reveal more information (i.e., status, category) about each incident.
- Customize report columns
This feature allows you to use check boxes to choose which columns you want to appear in your report.
- Customize your dashboard
Configure your dashboard (i.e., Incident, Problem, Change, and Release) by choosing your own customized columns. Column selections will vary based on dashboard selected.
By enabling labs features, you agree to the following terms and conditions: Citrix may from time to time make certain features and/or functionality available on an experimental basis in the form of Labs. The Labs features are optional, are offered 'as-is' and may contain bugs, errors, and other defects. We encourage you to provide feedback on your experience, however, Citrix has no obligation to provide technical support and/or continued availability of any particular Labs feature. Your access to and/or use is at your sole risk and Citrix hereby expressly disclaims any liability whatsoever in connection with your use of the Labs features.