All ideas

When customers self- resolve tickets, cause/ resolution of the incident is not offered - can we have an extension to the "resolved" option, to give drop downs to pick the resolution/ otherwise?

When an incident only affects a single user it would be useful to see their username in a column, and have incidents searchable by that user. This would to show all incidents involving a specific user and to find incidents when the number is not k...

If a filter is set, for example, open incidents assigned to myself, then I click on an incident and click back the filter is reset and all incidents are shown. I then have to set the filters once again.

When a customer is taking action on health alerts the current resolution & root cause options are more aligned to security incidents. For health alerts resolution example Issue Resolved, root causes Planned outage, unplanned outage device deco...

Currently, there is no ability to filter key metrics such as MTTR and MTTH by ticket priority within Clarity. This limits the ability to accurately analyze performance across different priority levels (e.g. P1 vs P2 vs P3). Enabling priority-based...

It would be useful to be able to add screenshots to case updates - like the QC engineers are abel to do

When trying to attach a file of VIP users travelling to a ticket, it was not possible. However, there is an expectation that service requests are raised whenever customers need to notify the SOC of expected travel. This means that as well as raisi...

The 1 box service request form is too basic at point of initial creation and when updating post creation. The ability to add titles, format text, add additional boxes / options, upload attachments, images would be welcomed.

When reading through an incident, clicking on an image pops a new window, this becomes frustrating as many times the screenshots / images are illegible when reading in the normal flow of the incident. The new window then needs closing to return to...

It would be useful from visibility and reporting perspective to see when an incident/alert has been passed to IR (i.e. Major Incident)