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Changing Screen Text on user console Service Desk Que page

Hello all! 

We have several different areas that are now using our SMA Service Desk for service requests. We are thrilled by this but it has revealed a problem. 

Is there a way to add a description to each Service Desk que heading so users can easily figure out which que they should be submitting a ticket into?

We have ques for Facilities, communications, and IT Help but users just click on the first one, not really paying attention to the fact that they are alphabetical and thus they are submitting a communications ticket asking for IT help.... 

We'd like to modify either the "Need Help?" line or the line of the title for each que to have a more detailed description of each que...

Any ideas would be appreciated.


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Answers (1)

Posted by: Hobbsy 2 weeks ago
Red Belt
0

The best way to do this is in the end user console to use the help links, so you can set the link to say "Log a Facilities Issue" and the link behind can be set to the SMA URL for that specific queue, so clicking the link opens the correct ticket type in the queue.

To find out the URL change your url from USER to USERUI and you will get the full URL displayed when logging a ticket.


Indigo Mountain is a Quest Silver + partner and operates as KACE professional services in the UK market place and has over a decade of Global KACE Service delivery 

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