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Found 3 results

  1. Morning all, This will be a long one Within Supportworks we originally had Service Desk members logging calls directly to 3rd line/Field engineers etc, which the teams obviously didn't want. When we moved over to Service Manager we agreed with all teams that calls would ONLY go through first line, thus making us able to lock down call assignment in the first instance to "log to 1st line, log to request owner" As we have some admin users within IT who will HAVE to log calls (the branches at the top) I added those in as individuals. The problem is, I am now being asked if call logging can be opened up to the rest of the teams, that will push the call straight to 1st line. This obviously causes the problem of, unless I add everyone as individuals then the process will continue to break every time anyone other than first line logs the call. I hope someone understands my predicament, and can help. Thanks in advance. Josh
  2. We are currently pushing our Self Service Portal and have had a lot of uptake on it, however we are still getting a large number of emails come through to the Service Desk, How did people phase out the emails? With no auto reply enabled in SM and too many emails for one person to filter through, what did you do? We are currently sending any correspondence with the information that we are no longer accepting emails as a form of call logging. We are hesitant to just stop logging the calls for obvious reasons though. Any ideas would be great! Josh
  3. Hi, Can we ask that a change is made to the way calls are logged from an analysts perspective please? At the moment if they click to raise a new ticket the 'select service' from the ProCap shows ALL available catalog items. Can we have this filtered so that if they select incident it only shows the catalog incidents or service requests only shows the catalog service requests. At the moment if they select 'Raise New>Incident' but select a service request the BPM fails as there is no service request set up in the incident service. I don't really want to add differing call types to our catalog services as they will just add confusion. Also can we make it so that the catalog service titles are not classed as items (or at least the option to turn them off) as this can also cause issues unless we have a full BPM setup just for those. Thanks Dan
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