tcore

(can we have a feature where we can change font settings etc?) The interface is governed by windows. if the text is small, just change the Zoom by holding control and using the mouse wheel. Push up - Text is larger; Pull down - Text gets smaller (How do i create multiple admin account besides the main admin account used…

I created a process called Duplicate Ticket. This allows you to have a ticket open and it will duplicate the original ticket with all the information into a new ticket. This is used by our Security Access Management team when a request comes in for the same access for multiple users. Custom Field We set it up as a single…

I will send you our way of creating child tickets tomorrow

The same was missing for us. We have created a Request type called Change Request and applied the Action Rules to that type. This is how we have trained our staff in change control. For us, we have 9 different groups with at least 4 - 5 people in each group. We have found a way to use request types if efficiently move our…

I understand about the limitations of this. I would like to suggest that for each of the processes. A note visible to the client be added to the ticket. This note would indicate who the approval CAB/client is. Now, when they look at their ticket, they can see that the ticket is in a Pending Approval Status and reviewing…

Could it be possible the Client side user after selected one of those request types while trying to select the right category to place his ticket. IE (and we have experienced it ourselves) the client types in what they want, then decide to change the request type to something else. Maybe this happened and caused the loss…

Review your request types and ensure that each level shows the Hide Request Details is not checked. We go 5 levels down as well as switch request types and do not experience this issue. Teresa Core Service Desk Analyst II 469-804-1842 Pacific Union Financial, LLC

We have the same Human Factor here, so on Monday, we are auto assigning tickets using the Load Balancing. We will monitor this and then change to Round Robin if we see a lack-a-daisy attitude in ticket handling.. Now, for reporting purposes, a tech's name is automatically on it from the Service Desk/Desktop Perspective and…

Yes, Oh so much yes. We have used the feature to create task in the 12.3 version and thought it was resolved in 12.5 only to see that it is not. To me, this should be a quick fix since the other fields are already looking at the parent ticket to copy the data, just adding that should be a breeze.

We use processes and task to do just what you are talking about. Out Security Access Management (SAM) team has to have a ticket for every piece of access requested for auditing purposes. I have set up the system so what the user selects on the request form goes to the SAM team. They review the ticket then select a button…

To me, that would be interesting, but until the system can allow field level coding, then and only then it can be considered. Right now, the processes can only run after the ticket is saved, so setting up a process is not the answer. As far as on the fly searching, it may have to be setup so the system is…

DUHHHH, that is what I get when I am doing too many things at once. So now I understand. What we do is to specify what is requested in the Task Detail of the ticket. For instance, we have 86 pieces of access on our onboarding form. For each access, there is a task created. We know that any request for app1 goes to our…

I have created task and put it on a custom field called Dup Ticket. Custom Field Duplicate Ticket (radio button) Yes or No I added this field only to the request types that I want to perform Duplicate Tickets. Task - Creates a ticket that copies the master ticket. The Inherit Value (all / none) is broken. When you select…

Deleting custom fields goes beyond that. it also affects your processes. if any ticket was created using that field, then your reporting will also be incorrect because it will replace the missing data with the first option available in the custom field. This has changed our legacy data and caused great headache for us.…

He is on the right track though. Just have to think it through. Each approval has a specific person or persons for that process. For example: New user Onboarding requires three approvals - Director, VP, HR (in that order) for this process, you would add an email to the client stating that, your approval is dependent on…

That is true, but the way it is setup now, they do not have to re-open tickets to make changes and that is the problem that we are facing. We are in the mortgage industry and to re-open a user’s access ticket is a big no no. Yet, the system allows modifications to the tickets. If we are audited, that would be the question…

sorry guys, I wrote this fast. I have made corrections so you can see how it works. We have found a work around that is working for us. It also helps in reporting and provides a true reassignment. For each request types, we created an assignment request type. The assignment request type is invisible to the user and only…

Hello, I use the child ticket feature extensively. We can apply a request type, technicians etc. I will be happy to help you in regards to this, let me know. Teresa.core@loanpacific.com

Sorry, I did not respond sooner, but we have looked at that in the current way that our system is setup. Yeah, I can send the ticket to the manager, and now the manager is responsible for providing the ticket information to the appropriate technician. The only way the technician can fully document the ticket and put their…

Ok, I will look into that one. but to clarify what we are trying to do. and I think I might have stumbled on to the answer so I will list it out in the order we perform the function. Create a request time for the group we need to assign the ticket to: application - mortgage - outage - reassignment-Application Support…

Just now getting around to it. I can do the "Is Blank" statement, but my manager and I are working to find something that woulid stop the ticket from being saved and prompt them to select a technician. Nothing yet. will let you know if it happens. I will be soooo happy.

We have found the work-around to assigning to different groups: Have fun everyone. This is a really good one. The problem we faced is sending a ticket to another technology group. for instance - Email problem Application - Email - Outage This would go to the service desk. After reviewing it is determined to be an issue…

I will give this a try. but I would rather that it will not allow the ticket to be saved if it is blank. Closed is one thing, but knowing who is working on a ticket in progress is another. And for management reporting purposes, they want to know who is doing what. I will let you know if I get it to work. Thanks.

We choose not to auto assign the ticket. being that some technicians are duel groups phone or desk side. So we are managing on a trust base, but would like to force the issue of picking up the ticket. if they can put a note on the ticket, then they can just select their name as the owner, but other groups are not…

We prefer not to use the Black login box. Where do I make that change to the look?

That is great. I have been kind of busy lately, can you give me a rundown as to what will be added to the 12.5.2 version. ty

I will be replying shortly on this. To me, someone or not many are familiar with the functionality of a true service desk application. There are some rules that come into play when dealing with tickets and accountability. So it leaves me to think that you produce the product but have not created business scenarios to…

That is not necessarily the point regarding someone modifying old tickets. The problem is, retiring old request types. For instance, we had an IT project for adding new functionality to our systems. They wanted to track the type of calls received. When the project was finally over, Management wanted the request type…

I would like to know if you will be making closed tickets read only? This will be helpful in stopping closed tickets from being modified when an employee is removed from the organization or when a request type if no longer needed. I would then be comfortable with my legacy data. Also, is there a way to purge the database…

I agree. We use PowerBI for our reporting and if a custom field changes, it affects the data. Thank you for bring this up.