Ok so trialling servicedesk and we use a lot of external vendors for support.

Prior to us sending it out we work the ticket and do some basic information gathering and testing, prompted by a checklist attached to the request.

If we can not resolve it at this point the ticket is then sent out to the vendor.

But I cant seem to find a way to add the asset details other than the asset name.  We want to add the serial etc.

Also want to be able to attach the checklist to show what steps we have completed to reduce the whole have you turned it off and on again questions.

Also we dont seem to be able to add any of the technicians details as point of contact just the requestor details which would not be the point of contact in our case.

Can any of this be done?  Have looked at the notification rules and modified the forward template but the inclusions are pretty basic

Running sd 14.3 04