customer details Printing Requests - Clarification about descriptions

[Jeremy]

When printing requests, please can the bottom highlighted Name and Email say Created By or Creator Name/Email as this gets confusing as some of our requests are raised via the portal so the details are the same as the customer and if an analyst raises the request then it is the analyst details.

[James Ainsworth]

Hi Jeremy,

These labels are most likely going to be coming from the contact or user profile and not from the printout itself.  The portal is designed with the customer in mind so the terminology and the availability of options will always be presented in a way that reflects the customer.   Analysts should be using the Service Manager app for raising requests.  

There are some cases where it is valid for an Analyst to raise a request through the portal, for example if they need to raise a request for themself against a service that they are subscribed to, but don't support such as an IT support staff  member making a HR request.  In this example, they would be seen as the customer by the HR team.  

Regards,

James

[James Ainsworth]

Hi @Jeremy

On further investigation I now see what you are saying.  There does seem to be a mix of analyst information within the customer section and where applicable customer information within the Raised by section.  As the analyst is not the customer, there name and email shouldn't be displayed in this section. 

I've fed this back to the development team.

Regards,

James