Employee ID/History/Categories
My organization is driven by employee ID numbers rather than employee names. Is there a way to make the employee ID number appear in the "Requester Details" portion of the request?
Is there a way to search requests and pull up all previous requests for a given employee ID number? Also, is there a fast and easy way to view any previous requests for a specific requester rather than manually searching each time? We need to be able to see each individual requester's history as he or she calls in.
We also have two Help Desks - one in Canada and one in the US. We use radically different categories to classify the requests that we receive - is it possible to have each of our Help Desks see a different set of categories?
Is there a way to search requests and pull up all previous requests for a given employee ID number? Also, is there a fast and easy way to view any previous requests for a specific requester rather than manually searching each time? We need to be able to see each individual requester's history as he or she calls in.
We also have two Help Desks - one in Canada and one in the US. We use radically different categories to classify the requests that we receive - is it possible to have each of our Help Desks see a different set of categories?