[DidYouKnow - 20] Service Request Validator/Editor
Service Request Editor in one of the most unsung key features in Service Desk Plus. Even the requester can be assigned as Editor on the particular service ticket. This request Editor( requester ) can replace the technician role in editing and updating a particular service ticket. No need to purchase any additional technician license for validating Service request scenarios.
Let see a use case.
An organization has configured new starters process, HR input the employee details like start date and contract type, etc. They then specify the Line Manager of the new employee to be the "Editor". The "Editor" is notified with the following notification
"Notify Editor when a request is waiting for update"
The Editor updates the ticket with the specific types of equipment required for his Job profile. Enabling the following alert sends a notification to the requester when the request is waiting for the update by an editor.
"Notify requester when a request is waiting for the update by editor"
To enable Editor, login Service Desk as Admin, edit particular Service catalog -> Service template, enable editor field. Login self portal as requester and select editor for a particular Service ticket. Particular Editor will be alerted, once he login ServiceDesk, "Request Summary" -> Waiting Update (will show a list of request links), you can get to the required ticket and update required fields.
Other notification related to Editor can be enabled at [Admin tab -> Notification Rules ]
Notify requester when a request is waiting for an update by the editor: ( Enabling this option sends a notification to the requester when the request is updated by the editor.)
Notify requester when the intermediate editor is changed by a technician: ( Enabling this option sends a notification to the requester when the intermediate editor is changed by the technician.)
Notify old editor when he is removed from the responsibility: ( Enabling this option sends a notification to the old editor stating that he is removed from his responsibility.)
Notify new editor when a request is waiting for an update: ( Enabling this option sends a notification to the new editor that the request is waiting for his/her update.)