Help Desk Question
I just updated to 5.0 and want to setup the help desk app. But I've run into a problem.
We currently do not have a web portal or allow our users to email in help desk tickets. We only accept them by phone. So when I enter a ticket it tags it with my name as the submitter. I need a way to pick who the submitter is on the ticket. Plus the ticket needs to show the users information. Like there phone number, location etc.
Can some one help me out on this?
thanks
We currently do not have a web portal or allow our users to email in help desk tickets. We only accept them by phone. So when I enter a ticket it tags it with my name as the submitter. I need a way to pick who the submitter is on the ticket. Plus the ticket needs to show the users information. Like there phone number, location etc.
Can some one help me out on this?
thanks
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Posted by:
kross
15 years ago
Kris,
If it really is not possible to leverage the user portal or e-mail then you could configure custom fields to enter the user information into the ticket when they call in. Click to customize the ticket defaults under the configuration Tab for your queue,
regards,
Ken/
If it really is not possible to leverage the user portal or e-mail then you could configure custom fields to enter the user information into the ticket when they call in. Click to customize the ticket defaults under the configuration Tab for your queue,
regards,
Ken/
Posted by:
kdasanmartino
15 years ago
Ken;
That's a good idea but can you take advantage of pulling the name and information from Ldap if I do it this way?
That's a good idea but can you take advantage of pulling the name and information from Ldap if I do it this way?
Posted by:
kross
15 years ago
Yes you could do that by eg. the creator of the ticket could set the submitter field to the approp. user synced from LDAP.
Posted by:
kdasanmartino
15 years ago
Yes I now see that there is a drop down menu for that item on the ticket.
My next question is how do I get more names in there to select from.
For example when I click on it now it shows only my name and the work "unassigned".
The user field is populated with more names but only mine shows.
I am looking through the helpdesk documentation right now but have yet to find the answer.
My next question is how do I get more names in there to select from.
For example when I click on it now it shows only my name and the work "unassigned".
The user field is populated with more names but only mine shows.
I am looking through the helpdesk documentation right now but have yet to find the answer.
Posted by:
kdasanmartino
15 years ago
OK, I have answered my question. It looks like once you import names from active directory you can change the submitter.
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