I wonder if I can pick all your brains in terms of some changes I have been asked to see if can be done in Service Desk (we are running 7.4).
When resolving a ticket we have a std list of services and then an additional list for the actual resolution both are not linked and I was wondering if there is a way to have different lists show for different services? (I've added a screenshot to show what I'm talking about)
The other thing was using a specific template when choosing a Category when either fully logging a ticket or from Triage without over writting the info the user has entered? or is there a way to have a pop up box with a set list of questions?
I have the feeling both are going to need consultancy but if anyone out there has implemented this or can give me some guideance that would be great as I have to give an answer by friday
Thanks for your help/ideas
Resolution Screens.docx 296.1 K