Suggestion Assigning requests to analysts

[m.vandun]

Hi,

I Have a suggestion for assigning requests to analysts. Currently you need to open a request to manually assign a request to an agent. Is it possible to assign a team and / or agent in the screen below. This would save us some time when working through the emails.

Regards,

Mark

[James Ainsworth]

Hi Mark,

The raising of requests from an email by default uses the Raise New progressive capture script.  You should be able to add the Assignment progressive capture form as the last form in the progressive capture that is being used for raising requests from emails.

The setting that shows which progressive capture is being used is app.itsm.progressiveCapture.newRequest which can be found in Administration under Service Manager->Settings

Keep in mind that this progressive capture is also used from the Raise New option on the Raise Request button.

 

 

Regards,

James