Various questions on Version 7.0.0 Build 7005
Hi all,
Looking for some help here with Service Desk + of which we shall be rolling out shortly.
We are currently in the testing stages but have a few questions which I am hoping you can help with? I do not know whether any of these features are availalble (hence why I cannot find them) but here goes:
1. We would like to be able to stop technicians from closing requests. e.g. A call is logged by a user / requester which is then assigned to a group / technician. Once the engineer has worked on the job he then updates the request with a resolution but is not allowed to close the call. "An" assigned person can then login, check the resolution and if they are happy "Close" the call.
So far, we have created 2 roles so do this (Standard Tech / Advanced Tech), however, if we remove the "Edit Requests" under the Standard tech role which removed the abilitly to close calls, it also removes the ability to add resolutions etc...and again, if we check "Edit Request" it allows us to Add resolutions but also to Close calls... Any ideas?
2. Is it possible to have 2 levels of knowledgebase? e.g. A user is raising a request for a "Network problem". Upon selecting the "Network Issues" template they are shown a "KB" prior to logging the call with various solutions "Check Network Cable" "Check IP address" etc... (I know they wouldnt be logging calls if they were not connected to the network before you say anything!
)
3. Is it possible that if a "Priority 1" request is raised, an auto email will be sent to a specified group or technician advising them?
Thank you in advance,
Rob.
Looking for some help here with Service Desk + of which we shall be rolling out shortly.
We are currently in the testing stages but have a few questions which I am hoping you can help with? I do not know whether any of these features are availalble (hence why I cannot find them) but here goes:
1. We would like to be able to stop technicians from closing requests. e.g. A call is logged by a user / requester which is then assigned to a group / technician. Once the engineer has worked on the job he then updates the request with a resolution but is not allowed to close the call. "An" assigned person can then login, check the resolution and if they are happy "Close" the call.
So far, we have created 2 roles so do this (Standard Tech / Advanced Tech), however, if we remove the "Edit Requests" under the Standard tech role which removed the abilitly to close calls, it also removes the ability to add resolutions etc...and again, if we check "Edit Request" it allows us to Add resolutions but also to Close calls... Any ideas?
2. Is it possible to have 2 levels of knowledgebase? e.g. A user is raising a request for a "Network problem". Upon selecting the "Network Issues" template they are shown a "KB" prior to logging the call with various solutions "Check Network Cable" "Check IP address" etc... (I know they wouldnt be logging calls if they were not connected to the network before you say anything!
)3. Is it possible that if a "Priority 1" request is raised, an auto email will be sent to a specified group or technician advising them?
Thank you in advance,
Rob.