Sites & Regions
We have finally got around to purchasing ServiceDeskPlus. I have been watching the application develop for 18months+ and am very pleased to be on board.
However, to my horror, we seem to have lost some basic functionality along the way. I'm hoping I am wrong and you all know how to deal with this. Let me explain:
1) We are are a large organisation with over 100 sites. We also use regions to sites and we allocate groups of support staff to those regions.
2) SDPlus admin screens nicely allocate users & assets to departments, department to sites, and sites to regions. No problem there since the recent hotfix allowing the same department to exist for multiple sites. (would be slightly better if did not have to create an eg reception department for each site, instead we could pick multiple site against a departmentm, but nothing we can't work with).
3) My major problem is that when logging a call and selecting a user, site and region to not appear ! Why on Earth not ???? Same in the customer portal. It seems such an easy thing to add and essential.
As it stands, I now have to:
a) Add a new field for department
b) Hope that the Helpdesk go to the second page on the call and remember to complete the field (can not see how to make this mandatory)
c) If I can make the field mandatory then presumably I affect the quick create feature, which we do need.
d) Create and maintain huge rules for allocating by region (eg site = x or site = y for a list of 50+ sites
From what I've read, I missed this issue because it originally worked in V6 via the location field (or similar).
What I cannot understand at all is that I can not find any of you listing this as in issue in the forums.
Hopefully this is because I am missing the point and there is a better way to approach this.
Adventnet. Surely this is a very easy thing to release in a hotfix. Can you please feedback as to your view on this. From this end it is urgent if we are to succesfully use our new puchase.
However, to my horror, we seem to have lost some basic functionality along the way. I'm hoping I am wrong and you all know how to deal with this. Let me explain:
1) We are are a large organisation with over 100 sites. We also use regions to sites and we allocate groups of support staff to those regions.
2) SDPlus admin screens nicely allocate users & assets to departments, department to sites, and sites to regions. No problem there since the recent hotfix allowing the same department to exist for multiple sites. (would be slightly better if did not have to create an eg reception department for each site, instead we could pick multiple site against a departmentm, but nothing we can't work with).
3) My major problem is that when logging a call and selecting a user, site and region to not appear ! Why on Earth not ???? Same in the customer portal. It seems such an easy thing to add and essential.
As it stands, I now have to:
a) Add a new field for department
b) Hope that the Helpdesk go to the second page on the call and remember to complete the field (can not see how to make this mandatory)
c) If I can make the field mandatory then presumably I affect the quick create feature, which we do need.
d) Create and maintain huge rules for allocating by region (eg site = x or site = y for a list of 50+ sites
From what I've read, I missed this issue because it originally worked in V6 via the location field (or similar).
What I cannot understand at all is that I can not find any of you listing this as in issue in the forums.
Hopefully this is because I am missing the point and there is a better way to approach this.
Adventnet. Surely this is a very easy thing to release in a hotfix. Can you please feedback as to your view on this. From this end it is urgent if we are to succesfully use our new puchase.