Create new Ticket - choose queue/process
When creating a new ticket, I always have to choose whether I want a new Ticket or Process.
If I want a new Ticket, I always have to select the name of our Help Desk queue. We only have one queue.....
When end-users log their own tickets, I don't want them to see that "Ticket or Process" choice. If they want to enter a ticket, I want them to be taken directly to the 'new ticket' entry screen.
Is there a way to disable this 'Ticket or Process' choice?
Thanks for all your help !
Clare
If I want a new Ticket, I always have to select the name of our Help Desk queue. We only have one queue.....
When end-users log their own tickets, I don't want them to see that "Ticket or Process" choice. If they want to enter a ticket, I want them to be taken directly to the 'new ticket' entry screen.
Is there a way to disable this 'Ticket or Process' choice?
Thanks for all your help !
Clare
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Answers (3)
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Posted by:
CWelman
12 years ago
Thank you very much !!
Your suggestion about Processes was correct. As soon as I hid the processes from all users (except the support team), the end-user was taken directly to the 'new ticket' screen - they didn't have to choose Ticket or Process.
Much appreciated !
Clare
Your suggestion about Processes was correct. As soon as I hid the processes from all users (except the support team), the end-user was taken directly to the 'new ticket' screen - they didn't have to choose Ticket or Process.
Much appreciated !
Clare
Posted by:
airwolf
12 years ago
You should only have to choose a queue if you have access to more than one... I've dealt with this quite extensively and this is how our KBOX acts. Even if you are only "using" one queue, if a second exists and you have access you will always have to choose between them.
I have not dealt much with Processes yet, but I would guess that the only way to make users go to Ticket by default would be to deny them access to Processes - if that is possible.
I have not dealt much with Processes yet, but I would guess that the only way to make users go to Ticket by default would be to deny them access to Processes - if that is possible.
Posted by:
nshah
12 years ago
If the user has access to a process you set up they will be presented with choice, even if there is only one queue.
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