[Messages on Service Portal]

Hi all,

I have been asked a question from a number of users. Is there anyway to add a message onto the Service Portal? If for example there is a P1 effecting everyone, or we would want to make people aware of an issue, before raising a ticket. Similar to a billboard.

Thanks in advance,

Lee

[Amending request categories]

Hi Trevor,

Thank you for clarifying, I can see them.

Regards,

Lee

[Custom forms for a starters/leavers process]

Hi all,

I would welcome peoples thoughts on the following process we are looking to migrate into Service Manager.

We have a very basic starter/leaver process where an excel template is completed, with all the information for the starter. This will include software and hardware requirements. This email is then sent to IT to complete.

I would like to create a custom form, whereby a request is raised, and then the information is added into a custom form through a series of mandatory fields. IT will then use this to setup the user and track progress.

I am hoping that by doing this, I can report on what has been requested and when it was completed.

Welcome thoughts/comments.

Lee

[Amending request categories]

Hi all,

I have a number of Categories and Sub Categories created for Incidents and Requests, though I am struggling to find where to alter them.

Could someone kindly point me in the right direction.

Thanks,

Lee

[Putting tickets On Hold / Third Party / Waiting For Reply]

Gerry / Dan,

Thankyou for replying to my post. The pause works thanks Dan.

Gerry - I will take a look at boards.

Lee

[Putting tickets On Hold / Third Party / Waiting For Reply]

Hi all,

We are new to using the Service Manager, but so far going well :-)

A colleague of mine has asked if a ticket status can be changed to either ON HOLD, THIRD PARTY or AWAITING FEEDBACK?

I see that changing values will alter the status from OPEN to RESOLVED or CLOSED, but I cannot see whether there is an option to customise this.

Also keen to hear how other people manage tickets like this in their companies?

I look forward to hearing from you.

Thanks

Lee Paine