Bit of a quandry over the way the self service portal works. we are looking to go live with this and our team are trying to get our heads round how it works.
Basically the problem we have is that in our Incident process we expect any calls from the portal will be logged and assigned to our Service Desk Support Group, but in practice the call is logged and stays assigned to the end user so our Service Desk cannot see it. Any ideas how this would work.
Incident process attached
The decision Box criteria is IS Email Portal - If Yes it goes to an assignment Box with the Service Desk Group as the assignment