Add notes when a technician is assigned
Requirement:
Automatically add note in the ticket and consider it as a first response when a ticket is initially assigned to a technician.
Steps to configure:
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Report on Notes
This report gives an overview of all Notes added by the Technician. This report helps to find a specific word in the Notes, specific technician name etc.. To make any changes to a query, refer to the KB article below. ...
Problem Notes
SELECT prob.PROBLEMID "Problem ID", prob.TITLE "Title", ownaaa.FIRST_NAME "Technician", longtodate(prob.REPORTEDTIME) "Reported Date", sdno.description "Notes" FROM Problem prob LEFT JOIN SDUser ownsd ON prob.OWNERID=ownsd.USERID LEFT JOIN AaaUser ...
Technician
This report is used to find the Technician complete details. SELECT AaaUser.USER_ID, AaaUser.FIRST_NAME "FullName", AaaLogin.NAME "LoginName", AaaLogin.DOMAINNAME "Domain", AaaContactInfo.EMAILID "Email", DepartmentDefinition.DEPTNAME "Department", ...
Technician group
This report is used to get the associated groups of the technicians. SELECT AaaUser.FIRST_NAME "FullName", (SDOrganization.NAME) "Site", (qd.queuename) "Group" FROM AaaUser LEFT JOIN UserDepartment ON AaaUser.USER_ID=UserDepartment.USERID LEFT JOIN ...
If the technician replies to the unassigned request, the ticket should be assigned to him.
Requirement: When a technician responds to an unassigned request, the unassigned ticket is assigned to the technician who responded. Steps to configure: 1. Download the attached scripts. Copy the contents into Request custom functions. 2. Goto ...