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Systems Management Question


Can I change or remove menu options in Service Desk?

10/07/2019 166 views

When I am looking at an existing ticket there is a menu option in the upper left. One of the choices in the menu is Duplicate Ticket. I would like to remove that option for my users. I cannot determine where this list is derived from. Is this something that I have to get Personal Services involved in? Thanks for the help.

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You cannot remove this, since this is a "open ticket" option.

From a long time user of different CRM systems I love such functions:
- One issue - one ticket should be clear (for tracking reasons, visibility of the work of the users etc)
- someone reports multiple issues in one, so you can duplicate and change the new tickets for faster work

An example which I always hated due to systems which hadn't this option:
a customer reported 20 failed hard drives and needed new ones. 20 tickets have to be made. If you have this option, this is handled in 1hr else you need a full work day...

I am not sure if Professional Services can remove this feature.

Answered 10/08/2019 by: Nico_K
Red Belt

  • Thanks Nico. I like the examples that you gave. Because of that I think I will hang on to this feature. Now that brings me around to my original issue that I didn't mention. On my Service Desk I have created a required field for my users. There are four options to choose from. I have to have my users select one of the options. When a user selects Duplicate Ticket, they can see the statement to choose and they can see that it is a required field, but the drop down menu does not display. They are not able to make a choice. Because it is a required field they are unable to save the ticket. Can you assist with helping me determine why the menu does not display? I am going to try and add a screenshot. Thank you!

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