Couple Questions - Assigning Tickets to Assets / Respond By Date
I have a couple of questions that I have searched for but cannot find the answers. I apologize if these are already posted somewhere but didn't see them.
1. How do I create a ticket for an asset rather than a requester. Some departments have department workstations that no specific employee uses. When that workstation has an issue, I want to create a ticket just for that asset and not tie in a requester who simply reported it. Is there a way to do that?
2. There is the "Responded Date" entry in every ticket and the time/date is stamped when I use the reply function which emails the requester. But suppose the problem is that the requester's email is down or I responded to the customer by picking up the phone and calling them. How do I get the "Responded Date" time stamp on there without using the Reply function? Is there way to do that too? It would seem to make sense to have some other way to get the time/date on there because not everyone replies via email. We use the phone quite frequently.
I appreciate any information you can provide!
Thanks,
Dale
1. How do I create a ticket for an asset rather than a requester. Some departments have department workstations that no specific employee uses. When that workstation has an issue, I want to create a ticket just for that asset and not tie in a requester who simply reported it. Is there a way to do that?
2. There is the "Responded Date" entry in every ticket and the time/date is stamped when I use the reply function which emails the requester. But suppose the problem is that the requester's email is down or I responded to the customer by picking up the phone and calling them. How do I get the "Responded Date" time stamp on there without using the Reply function? Is there way to do that too? It would seem to make sense to have some other way to get the time/date on there because not everyone replies via email. We use the phone quite frequently.
I appreciate any information you can provide!
Thanks,
Dale