Assets are no longer assigned to a requester
At my company we're evaluating Servicedesk Plus for over a year and just when we considered to make the step to the self help portal (and to the professional version) we discovered something very disturbing.
We always received our tickets through email or I made them when receiving a phone call by creating a new request and filling in the requester name myself (fe: bart de pauw would become my simple log on name BDP). A few weeks ago, I thought it would be interesting to check the import from AD - since we've migrated to a full W2K3-domain. I noticed that a lot of requesters were created and decided to delete the redundant ones. A few days later I noticed that none of my workstations were assigned and all my assets were left behind without an owner.
So I reassigned them manually. It seems logical that when you delete a record in a master table it will affect other settings, but why isn't a requesterrecord locked if in use elsewhere? A warning could have helped here.
Furthermore I saw that requesters have multiple log on names now (I have BDP and bdp@companyname.domain) and each account has a part of the submitted requests. So we have to reassign the requests to the correct AD-account (I only found the possibility to reassign to technician)
Is it possible to separate the requester (everyone who sends a mail) from the members of the active directory (people who can own assets). Can I prevent that a requester (anyone who mails to my service desk application) gets listed in the requester list using the same name as the AD-name? Can we bulk assign requests to requesters without accessing the database?
We always received our tickets through email or I made them when receiving a phone call by creating a new request and filling in the requester name myself (fe: bart de pauw would become my simple log on name BDP). A few weeks ago, I thought it would be interesting to check the import from AD - since we've migrated to a full W2K3-domain. I noticed that a lot of requesters were created and decided to delete the redundant ones. A few days later I noticed that none of my workstations were assigned and all my assets were left behind without an owner.
So I reassigned them manually. It seems logical that when you delete a record in a master table it will affect other settings, but why isn't a requesterrecord locked if in use elsewhere? A warning could have helped here.
Furthermore I saw that requesters have multiple log on names now (I have BDP and bdp@companyname.domain) and each account has a part of the submitted requests. So we have to reassign the requests to the correct AD-account (I only found the possibility to reassign to technician)
Is it possible to separate the requester (everyone who sends a mail) from the members of the active directory (people who can own assets). Can I prevent that a requester (anyone who mails to my service desk application) gets listed in the requester list using the same name as the AD-name? Can we bulk assign requests to requesters without accessing the database?