Systems Management Question
Can I change or remove menu options in Service Desk?
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.
Answer Chosen by the Author
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.