Jump to content

Suggestion Assigning requests to analysts


m.vandun
 Share

Recommended Posts

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.

58cfb76ac1082_2017-03-2011_52_13-(1)Algemeenverzoek-Hornbill.png.c39f8ed3b707af710df04b61c04cb417.png

Regards,

Mark

Link to comment
Share on other sites

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.

RaiseNew.PNG 

 

Regards,

James

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

×
×
  • Create New...