I just updated to 5.0 and want to setup the help desk app. But I've run into a problem.
We currently do not have a web portal or allow our users to email in help desk tickets. We only accept them by phone. So when I enter a ticket it tags it with my name as the submitter. I need a way to pick who the submitter is on the ticket. Plus the ticket needs to show the users information. Like there phone number, location etc.

Can some one help me out on this?

thanks
0 Comments   [ + ] Show Comments

Comments

Please log in to comment

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.

Answers

0
Kris,
If it really is not possible to leverage the user portal or e-mail then you could configure custom fields to enter the user information into the ticket when they call in. Click to customize the ticket defaults under the configuration Tab for your queue,

regards,

Ken/
Answered 10/01/2009 by: kross
Orange Belt

Please log in to comment
0
Ken;
That's a good idea but can you take advantage of pulling the name and information from Ldap if I do it this way?
Answered 10/02/2009 by: kdasanmartino
Second Degree Green Belt

Please log in to comment
0
Yes you could do that by eg. the creator of the ticket could set the submitter field to the approp. user synced from LDAP.
Answered 10/02/2009 by: kross
Orange Belt

Please log in to comment
0
Yes I now see that there is a drop down menu for that item on the ticket.
My next question is how do I get more names in there to select from.
For example when I click on it now it shows only my name and the work "unassigned".
The user field is populated with more names but only mine shows.
I am looking through the helpdesk documentation right now but have yet to find the answer.
Answered 10/02/2009 by: kdasanmartino
Second Degree Green Belt

Please log in to comment
0
OK, I have answered my question. It looks like once you import names from active directory you can change the submitter.
Answered 10/02/2009 by: kdasanmartino
Second Degree Green Belt

Please log in to comment
Answer this question or Comment on this question for clarity