Making Notes on Request Searchable and Progress of Request
We are currently using the Solutions and this seems to work quite well, The only problem wit this as of now is that any notes we have placed on the Request we can not search on the Notes. This is where we make a lot of the conversation with the user and also give them support and post the solution to them. Even though we do use the resolution portion of the Request we still feel that the Notes Portion allows track and inform the user of the status of the problem and what steps we took to correct the problem. To be able to search on Notes along with the Request and Solutions would be beneficial rather than having to add what is in the Notes to the Resolution so that is can be searched, not to mention adding again possibly in the Solution portion of the ServiceDesk Software.
Nowhere in the Admin section is there a place to have control over what is searched for. So my questions are this :
1. Can we make Notes a search able feature
2. Can we make Key Words Search able
Is there away to make this appear in the Drop Down Menu on our Home Screen or is there something that we need to turn on so that we can even do a broad search on all Notes ?
Another issue that appears to be a major issue for us is once you move a Request to User Action or In Progress the Request becomes unviewable to the Technician. Rather than having to hunt all over the SerivceDesk is there away for us to enable or turn on the feature on the Home Page that will show just more than Request Overdue, Request Due Today, and Pending Request ? Making the progress of the Request more search able would be beneficial as well so that we as Technicians do not lose track of something because we have placed it in a In Progress or On Hold Or User Action. Since we have limited control over what can be added to the status is there away that this can be opened up so that we can have more control of what is being displayed on our home view ?
Nowhere in the Admin section is there a place to have control over what is searched for. So my questions are this :
1. Can we make Notes a search able feature
2. Can we make Key Words Search able
Is there away to make this appear in the Drop Down Menu on our Home Screen or is there something that we need to turn on so that we can even do a broad search on all Notes ?
Another issue that appears to be a major issue for us is once you move a Request to User Action or In Progress the Request becomes unviewable to the Technician. Rather than having to hunt all over the SerivceDesk is there away for us to enable or turn on the feature on the Home Page that will show just more than Request Overdue, Request Due Today, and Pending Request ? Making the progress of the Request more search able would be beneficial as well so that we as Technicians do not lose track of something because we have placed it in a In Progress or On Hold Or User Action. Since we have limited control over what can be added to the status is there away that this can be opened up so that we can have more control of what is being displayed on our home view ?