Hi all,

 

Am new to this forum. I am trying to configure SDP for our Service Desk and still feeling my way around (training will be booked soon!).

 

Just a few questions, not sure if anyone knows the answers, but I would appreciate any response.

 

 

1) Out of hours support - Is there a way to have the tool send a notification to particular email address, phone numbers when a high priority request comes in outside the hours and days of support? The reason is, we have technicians on call outside support hours to tackle urgent issues.

 

2) Branded colours - As well as adding our own company logos to the tool, can we change the colour scheme also?

 

3) SLA's. It seems that we can only set the SLA's for resolution time. Is there no way of doing this for response time also? Eg, the time it took the agent to send the first response to the requester?

 

4) When importing Requesters from Active Directory, you cannot edit the name, or contact number field when creating a request. Is there a way to change this?

 

Any help on this would be great.

 

Thank you.

Christian