tcore

Yes, this is important when a request type is no longer needed. This will stop the tech from using the request type

Yes, I will discuss with you the concerns that we are facing and what I see that can help.

I am with you on this one rem64. I have never had to work so hard to get a system to think like a helpdesk application. The amount of Jimmy-rigging of this system is making me crazy. What makes it hard is I must make it work no matter how hard I complain to my organization that this is not an application for an enterprise…

This has been a request that is sitting in their queue for as long as I have been working with this system - January 2016. And a co-worker told me that he was here in 2014 and did not get the functionality to add child tickets until recently. I have worked with many different applications and I am finding this application…

Correct, this is already out, but it is broken. My problem is our Onboarding/Offboarding could entail 15 tickets or more going to various groups. Without the client information going over when creating these tickets, you have to manually update each ticket. So, my question is, will this be fixed in this update? IE, will…

There are some key things you need to remember when linking tickets. It goes like this: Request to Request Incident to a Problem Problem to a Problem Hope that helps

I know this may be much, but how about creating a status type of Reassign and use that status when you are escalating.. Action Rule: Evaluate Criteria: only when updated by a tech When criteria evaluation results in a match, apply action: only if criteria did not match before the Ticket was updated Criteria: Tickets…

Try using a process. Only when updated by a Tech and Only if criteria did not match before the ticket was updated. setup your criteria then in action - select the status of the ticket. I think that would work. If there is a better way, I would like to hear it. I also have a process that I need help with. It is not the same…