Discovering Service Desk - how to organize solution, help for resolution
Hello all,
i'm discovering this product since i'm looking to replace a custom ticket system build in Lotus notes, i'm looking for a feature we have developped in our homemade tool.
When we selected category, subcategory, item level, than a quick resolution guide appeared about how to handle the case and wich test to perform. I don't know how to reproduce this in ServiceDesk, i could make the same hierarchy in "solution" but there's no quick links between them instead of reselect the same category/subcategory/item.
For now i only see 2 solutions:
go with the service catalog, but there's only 2 levels
go with the solutions and make the same tree levels
Do you see any alternatives?
Regards
i'm discovering this product since i'm looking to replace a custom ticket system build in Lotus notes, i'm looking for a feature we have developped in our homemade tool.
When we selected category, subcategory, item level, than a quick resolution guide appeared about how to handle the case and wich test to perform. I don't know how to reproduce this in ServiceDesk, i could make the same hierarchy in "solution" but there's no quick links between them instead of reselect the same category/subcategory/item.
For now i only see 2 solutions:
go with the service catalog, but there's only 2 levels
go with the solutions and make the same tree levels
Do you see any alternatives?
Regards