We are looking into developing and going live with the self service portal and came accross problems 1st up
1) How can the call logged by an end user be autimatically assigned to a Service Desk Group. At present when an end user logs a call it is assigned to them in the system and the only way you can then assign is by searching by the call ref number.
The procedd we have in place for Incidents is that a descision box enquires whether it is portal and if yes the assignment is to the Service Desk if not it is assigned to current user (so Im presuming the problem is recognising that the call is from the portal, but I do not know how to rectify this)
2) Is there a way in the portal that you can show the end user details on the form they are completing. We want this so the end user can ensure that there details are correct
I tried to redesign the Portal by adding the Affected User , Phone , Company , Location etc but all this did is show blank fields, So I presume this question is how to make the portal window show the details of the logged in user.
Hope this make sense