Technician Communication within ServiceDesk
We would like to see that when tickets are closed and updates are made to those tickets (ie assignment to Technician even though the ticket is already closed) that no communication is sent to the technician. There are sometimes a need to go back and QA our tickets whereby some fields have the wrong information. We don't want this information to be sent again to the technician if the issue is closed. I believe this was not a problem prior to build 5501 however it seems to be now the case.
We would also like the ability to choose which technicians get notified in the notification rules. This is available currently for the SMS section and when an Application Error Occurs however not for the other notifications. Please make this available for all of these sections. This would be really helpful since we have some technicians who do not want an email sent to them since they are working already directly within ServiceDesk.
Finally, can you make a mandatory option for resolutions. I would like to ensure that we can force technicians to enter in a resolution prior to closing a ticket. This is very important since it shows up on the automatic communication back to the customer which outlines what their resolution is. If the technician does not put a resolution in the ticket (for what ever reason), the customer is then left with the question of what actually happened with their request.
Thanks.
Justin
We would also like the ability to choose which technicians get notified in the notification rules. This is available currently for the SMS section and when an Application Error Occurs however not for the other notifications. Please make this available for all of these sections. This would be really helpful since we have some technicians who do not want an email sent to them since they are working already directly within ServiceDesk.
Finally, can you make a mandatory option for resolutions. I would like to ensure that we can force technicians to enter in a resolution prior to closing a ticket. This is very important since it shows up on the automatic communication back to the customer which outlines what their resolution is. If the technician does not put a resolution in the ticket (for what ever reason), the customer is then left with the question of what actually happened with their request.
Thanks.
Justin
