3 Replies Latest reply on Nov 12, 2009 4:54 AM by Lara Hellman

    Locking Calls in ITBM

    Rookie

      Does anybody know if it is possible to lock calls in ITBM?

       

      We had this functionality when we were using HelpDesk Classic, and wondered if it was available in ITBM.

       

      We are on version 7.2.6

       

      Regards

      Paul Williams

      Audit Commission

        • 1. Re: Locking Calls in ITBM
          ewid Apprentice

          Actually we didn't find  a way to lock calls in ITBM version.

           

          In order to minimizing the intervention we provide my workload list only both of console and remoteanalyst on portal.

          We didn't provide searching ticket in toolbar (Console) and portal.

          The query provided to analyst only ticket that assigned to current analyst.

           

          Searching ticket and all IPC query provided only give for SA and 1st level support to track progress handling ticket.

          • 2. Re: Locking Calls in ITBM
            Rookie

            Thanks for your reply.

             

            I can understand the first line of your reply, where you say that you didn't find a way to lock calls in ITBM.

             

            However, I cannot understand the rest of your reply. Are you describing some kind of workaround for this issue?

             

            Regards

            Paul Williams

            Audit Commission

            • 3. Re: Locking Calls in ITBM
              Lara Hellman SupportEmployee

              Full optimistic locking is implimented in version 7.3.  Please see the New Features Guide for more information, a copy of which can be obtained from your Account Manager.

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