I was hoping you could help me out with a situation that is crippling our organization's productivity since we went live with HEAT. We currently have several service requests that we utilize where the employee specified in the request offering parameters should have the service request saved to their profile, rather than the customer whose name is specified.
For example, on an employee termination: Manager Bob submits a ticket as a self service user to have Randy Savage terminated. Randy Savage's name comes through on the employee name service request parameter, while this SR comes through with Manager Bob listed as the customer and hence attaches to SR's linked to Manager Bob's employee profile. In reality we would like to be able to find a way to automate a process that attaches the SR to Randy Savage's profile (while keeping functionality to attach to Manager Bob's intact) for proper record keeping purposes.
Our organization has instances a lot of times where we have a department secretary call on behalf of a manager for a specific employee... So for this example: Secretary Jane would be listed as the customer on the service request, Manager Bob would be specified as the "Requested By" on the service request parameters, and our employee - Randy Savage, may be listed as the "Requested For Employee" on the service request parameters. Once again, it would be ideal to link the SR to the employee, Randy Savage's, profile.
I currently have added another tab to the employee profile for "Linked Service Requests" but the additional step of performing a manual link is being skipped over across the organization and not an ideal fix for us.
If you already aren't thoroughly confused I would certainly appreciate any feedback you can provide related to implementing some sort of fix. If any of you have had similar situations with regards to your service requests and are willing to provide some feedback it would also be greatly appreciated!