Resolution and Close procedure
In our current helpdesk software, our closing procedure is as follows:
1. When technician has resolved the ticket, he goes in and places the ticket as resolved. An email is generated to the technician and the IT manager.
2. When the IT manager has time he goes in and looks at the resolution and then he closes the ticket. An email is generated to requester, technician, and IT manager.
I do not see a way to do this with sdp. What am I missing?
The most important part is a way to segregate resolved vs. closed tickets and a way to let the IT manager know when requests are resolved.
1. When technician has resolved the ticket, he goes in and places the ticket as resolved. An email is generated to the technician and the IT manager.
2. When the IT manager has time he goes in and looks at the resolution and then he closes the ticket. An email is generated to requester, technician, and IT manager.
I do not see a way to do this with sdp. What am I missing?
The most important part is a way to segregate resolved vs. closed tickets and a way to let the IT manager know when requests are resolved.
Topic Participants
yossarian_me
Andy.Fox
Bradley Munsen
Nigel Arnold
jsladich