How to move tickets to different accounts in various cases

How to move tickets to different accounts in various cases

This document applicable for 10534 


As an MSP product , moving one account's request to another account is restricted. However , some users are expecting the options for it to satisfy the internal process. 

This document shows how Request Movement happens while using Bulk options from the Request list view and from the Request Details page. In case you have any other use cases , please contact our support at support@servicedeskplusmsp.com with the details.

 

 

 

Action performed By

Sites listed when all accounts are selected

Sites listed when only a single Account is selected

Request's - Account movement

Possibilities from

Request list view > Bulk Action

Change Account from Request details page

 

 

 

Assume case Account's A Requester who is under Site A raise ticket.

Assume case Account's A Requester who is under Site A raise ticket.

SDAdmin

All account site's will be listed

Only selected account site is listed

Request can be moved to any site under Account A only 

Request can be moved to any Account / site and a new requester will be created in the respective site

Account Admin

All account site's that are associated to him

Only the selected account site is listed

Request can be moved to any site under Account A only

Request can be moved to any account/site that is associated with him and a requester will be created in the respective site

Site Admin(associated to Account A, site A alone)

Only sites that are associated to him

Only selected account site that are associated to him

Request cannot be moved to any other site / Account as he is associated with Site A alone

Request cannot be moved to any other site / Account as he is associated with Site A alone

Custom role (Allowed to view all)

All account sites will be listed

Only selected account site will be listed

Request can be moved to any site under Account A

Request can be moved to any site and a new requester will be created in the respective site

 

 

 

 

 

 

 

 

 

 

 

 

Cases for Account movement - Technician is raising request ie., Requester Name is Technicians name

 Cases for Account movement - Technician is raising request ie., Requester Name is Technicians name

SDAdmin

All account site's will be listed

Only selected account site is listed

Request can be moved to any technician associated account/ site

Request can be moved to any site and a new requester will be created in the respective site

Account Admin

All account site's that are associated to him

Only the selected account site is listed

Request can be moved to any technician associated account/site

Request can be moved to any technician associated account/site and new requester will be created in the respective site

Site Admin(associated to Account A, site A alone)

Only sites that are associated to him

Only selected account site that are associated to him

Request cannot be moved to any other site as he is associated with Site A alone

Request can be moved to any site and a new requester will be created in the respective site

Custom role (Allowed to view all)

All account sites will be listed

Only selected account site will be listed

Request can be moved to any technician associated account or site

Request can be moved to any site and a new requester will be created in the respective site

 

 

 

 

 

 




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