Very new to this software so grasping for some basic concepts...
Service Requests. Why would you not want the Requestor and Customer to be the same?
I understand that Self Service uses the currently logged in user to display eligible offerings, yet I can type in a completely different Requestor!?
For an Assisted Service Request (via a Service Desk team member) we must type in a Customer name to display eligible offerings, yet again I can type in any name for the requester?
In the self-service situation that an assistant creates a request for their executive, the customer becomes the assistant. How would we report stats on the executives requests? Shouldn't the customer be the requestor?
I've created a Service Request(SR) for a MiFi (Aircard) request. On the form for the Requester field I drop in the CurrentUserDisplayName by default, which can be overwritten, and also lookup their Location and Room number to save them data entry steps.
- In Self-Service, how can I make the Requestor Name populate into the Customer Name field?
- In the Assisted Request, how can I make the Customer Name populate down into the Requester Name field?
Is there any documentation that explains the theory behind the design of this module and the way intention of the way the data should flow?