Service Portal Calls: Accessibility of Open Requests by Service Desk

[Shamaila.Yousaf]

Hi there.

We are getting some occasions where our users forget the calls they have logged and end up logging duplicate calls via the portal. All portal calls are assigned to the service desk to set the priority etc.

It would be great if the service desk analysts could have visibility of 'open requests' when they pick up the portal requests to pick up any duplicates which come in and action them accordingly.

 

We do make our users aware of how they can look at their previous calls logged and so is work in progress.

 

Thanks