Comments
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Agree to disagree based on my 20+ years of managing and building out various helpdesks. In your scenario the same issues arise. What if someone is submitting a ticket from a different machine? What if the problem is not with the machine that the person is submitting the ticket from? Conclusion is one size doesn't fit all…
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Wish I had seen this yesterday :-) I recently added custom fields to incidents based on what subcategory is selected. E.g., Subcategory = zoom, display fields: "Meeting ID", "Date / Time", "Host". All necessary information for Zoom Support when submitting tickets to them. Another simple example is a mandatory field in all…
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Wasn't sure the underscore would work. I like that better. Thx.
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Too bad it couldn't be closer to downtown. I live in North Austin and that Hotel is 40 mins away on a good day, 1+hr in traffic. Guess I got spoiled working remote and not having to deal with Austin traffic everyday. Good luck with the event!
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Hello, I have setup keyword automations so that when certain words are included in the incident the user gets an email reply with a link to the solution. I also have a couple others that trigger on Category and subcategory; however, they rely on the user selecting cat/subcat correctly which is sometimes wishful thinking.…
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Agree. Our fix was to add an X so it appears at the bottom.
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Our previous inventory/helpdesk system tied the user to the computer. So whoever submitted the ticket the computer field was auto populated with their computer name. The only time we would have to edit that is if someone else submitted the ticket for the user. I assumed this was the functionality here as well, but we…
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See if there is something unique about the subsequent alert messages that you can que on, then create an automation based on "keyword" to handle accordingly, e.g., auto-close incident. This wouldn't stop the creation of the ticket but would close subsequent tickets and avoid having to deal with them manually.
