10 Replies Latest reply on Jan 23, 2015 9:01 AM by Andrew Swindells

    Self-Service Incident Assignment

    mburton147 Apprentice

      Hi - We are new to LANDesk and running into a bit of trouble with Self-Service Incident Assignment.

       

      At the moment whenever we log an incident it shows in the self-service portal as 'Awaiting Response' however when you switch to Webdesk (analyst) view the incident has now assigned group and the only way to see and find the incident is to search for it. So it appears that 'out of the box' a user can log an incident via self-service but the desk would have no site or notification of where it is which can't be right!

       

      Ideally we would like all the self-service incidents to assign to the Service Desk Unassigned queue once submitted by the end user but can't see a way to do this.

       

      Any help would be appreciated!!

       

      Thanks,

       

      Mark