Interoperability between SupportCenter and Service Desk
We are running ServiceDesk plus (SDP) for IT support and another area of the business is looking to use SupportCenter (SCP) to manage their customer service issues after seeing the positive impact we made implementing SDP.
They would be on seperate servers and using different mailboxes for pickup and delivery so no conflicts there, but both systems use the same request number structure with ##no## in the email subjects don't they?
The issue comes when the customer service team forward an issue to us using SDP and they leave the SCP request no in the subject line. Where the numbers overlap requests will be reopened or updated with irrelevant information as far as I can tell.
Apart from trusting the SCP users to do it right and remove thier references from e-mails to SDP is there anything else that might help, a way to change the tag for instance to ~~ rather than ## say?
Or is this just a non issue that for the 1 or 2 times it might occur it's not worth worrying about based on others experience?
Regards,
Andy
They would be on seperate servers and using different mailboxes for pickup and delivery so no conflicts there, but both systems use the same request number structure with ##no## in the email subjects don't they?
The issue comes when the customer service team forward an issue to us using SDP and they leave the SCP request no in the subject line. Where the numbers overlap requests will be reopened or updated with irrelevant information as far as I can tell.
Apart from trusting the SCP users to do it right and remove thier references from e-mails to SDP is there anything else that might help, a way to change the tag for instance to ~~ rather than ## say?
Or is this just a non issue that for the 1 or 2 times it might occur it's not worth worrying about based on others experience?
Regards,
Andy