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I would like to see three levels of category. Here's the situation. Printer as a Category can have multiple sub-categories, (Paper Jam, Toner Replacement, Servicing Required, out of paper, etc) Printer is a hardware, and I would like to place all Hardware under a Hardware category (one that is already established by…
There is currently an option within each instance that "Subcategory is a mandatory field", which requires a subcategory when creating a new ticket. (Service Desk → Categories) This is very limiting, as not all of our categories even HAVE subcategories. If we enable this, you can't submit a ticket within a category which…
Hi, Everyone, I am new to the SWSD. I am setting up change management first for our college, and I went through and set up a bunch of these under Setup -> Service Desk -> Categories -> Changes. However as I started building the Change catalog I noticed that the Category / Subcategory fields are not included in building the…
How do we define resolution category fields similar to our ticket request types, yet, used to define what resolution was used for this incident. basically how do we mark that the ticket was resolved by resetting a password or reinstalling an application to solve the incident in question?
I need to set a place for resolution categories as well as a separate text box for the resolution description. This is standard on the high level service desk products, have I just missed reading about it here?
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