3 issues with Requestor Details when submitting new Request
1. If you click the "user card" icon, which brings up the entire list of requesters...select one, the requester name AND the department populate into the request form. If you type in the exact user name and wait for the yellow popup box to show the 'match', the department field remains blank. The department field only fills in if you manually select the requester from the table. If you type it it, department only shows once you save the ticket.
2. When typing in a requester name that doesn't exist, the application asks you:
"Requester Name does not exist. Do you wish to add the requester, as part of submitting a new request" (OK / CANCEL)
First of all, that's bad English grammar. There should not be any (comma) in that second sentence and it should end with a (period). Secondly, if you click CANCEL, I would expect the form to submit but the request NOT be added. That's not the case. The form doesn't submit. Third, if you click OK, I would expect a pop-up box (or something) to present itself so the Technician filling out the form can provide information in the "Edit Requester" data such as Contact Information, Department Details, and Sefl-Service Login Details. Or, the next screen in the request creation process should be the "Edit Requester" page. When that is saved...the Technician is returned to the Requests table.
Only Administrators can see the "Configure / Requesters" area of the product...so if a lowly Helpdesk staff is entering a ticket and needing to define a new user, they can't.
That begs a bigger question, it seems you assume that ONLY administrators can manage Requesters. Our Helpdesk creates all accounts when new users join the company, and delete old accounts when they leave - yet, they won't be able to create user accounts in the product unless I make the ADMINS. The "Contacts" features of SupportCenter need to be brought forward into ServiceDesk, so that Technicians can manage the Requesters list without being administrators.
In SupportCenter, when you a viewing a request you can click on the Contact name and there is an "Edit Contact" link. No such link exists in ServiceDesk, which would at least allow non-administrators the ability to configure Requesters.
3. SupportCenter has an icon when submitting a request that allows you to add a new contact. That is missing from ServiceDesk and is needed.
2. When typing in a requester name that doesn't exist, the application asks you:
"Requester Name does not exist. Do you wish to add the requester, as part of submitting a new request" (OK / CANCEL)
First of all, that's bad English grammar. There should not be any (comma) in that second sentence and it should end with a (period). Secondly, if you click CANCEL, I would expect the form to submit but the request NOT be added. That's not the case. The form doesn't submit. Third, if you click OK, I would expect a pop-up box (or something) to present itself so the Technician filling out the form can provide information in the "Edit Requester" data such as Contact Information, Department Details, and Sefl-Service Login Details. Or, the next screen in the request creation process should be the "Edit Requester" page. When that is saved...the Technician is returned to the Requests table.
Only Administrators can see the "Configure / Requesters" area of the product...so if a lowly Helpdesk staff is entering a ticket and needing to define a new user, they can't.
That begs a bigger question, it seems you assume that ONLY administrators can manage Requesters. Our Helpdesk creates all accounts when new users join the company, and delete old accounts when they leave - yet, they won't be able to create user accounts in the product unless I make the ADMINS. The "Contacts" features of SupportCenter need to be brought forward into ServiceDesk, so that Technicians can manage the Requesters list without being administrators.
In SupportCenter, when you a viewing a request you can click on the Contact name and there is an "Edit Contact" link. No such link exists in ServiceDesk, which would at least allow non-administrators the ability to configure Requesters.
3. SupportCenter has an icon when submitting a request that allows you to add a new contact. That is missing from ServiceDesk and is needed.