Requestors being added automatically
Hi everyone,
I've noticed in our service desk software under requesters, the list continues to grow. I've turned off the feature that automatically adds unknown users, but it still does. I'm sure our setup has something to do with it.
Users call and if we don't answer, it leaves a voicemail recording in the helpdesk email box with that users number. Service desk periodically goes out and grabs the emails, and imports them in. The problem is each time it does that, it adds the number as a requester. For example, we have alot of "Phone-111-222-3333" and "Phone-222-333-4444" and so on. The list continues to grow as users leave messages. We change it in the ticket to match the actual requester, and then we delete the phone requesters but this is rather cumbersome as we have to do it many times a day.
Is there a way to have service desk show the requester in the field, but not actually add it? I'm not sure if I'm making sense so let me know if I need to explain a little better. Thanks again!
Eric
I've noticed in our service desk software under requesters, the list continues to grow. I've turned off the feature that automatically adds unknown users, but it still does. I'm sure our setup has something to do with it.
Users call and if we don't answer, it leaves a voicemail recording in the helpdesk email box with that users number. Service desk periodically goes out and grabs the emails, and imports them in. The problem is each time it does that, it adds the number as a requester. For example, we have alot of "Phone-111-222-3333" and "Phone-222-333-4444" and so on. The list continues to grow as users leave messages. We change it in the ticket to match the actual requester, and then we delete the phone requesters but this is rather cumbersome as we have to do it many times a day.
Is there a way to have service desk show the requester in the field, but not actually add it? I'm not sure if I'm making sense so let me know if I need to explain a little better. Thanks again!
Eric