1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
◦ |
To prevent administrators and ticket owners from deleting tickets, clear the Allow Ticket deletion check box. |
◦ |
To enable administrators and ticket owners to delete tickets, select the Allow Ticket deletion check box. |
3. |
If ticket deletion is enabled in the Service Desk queue settings, you can delete tickets as needed.
You have enabled ticket deletion for the queue. See Configure ticket deletion settings.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
3. |
Having multiple ticket queues is useful when:
• |
You have different sets of tickets with different requirements. For example, if you use tickets for typical Service Desk tasks such as fixing device-related problems, and you also use tickets to keep track of problems with a fleet of automobiles, you can set up separate queues for each type of problem. |
• |
Service Desk staff are assigned to a specific set of tickets. For example, if your organization has offices in different cities, and each city has a Service Desk staff dedicated to that location, you can manage tickets in separate queues. However, if your Service Desk staff handles multiple offices from a single location, a single queue is sufficient. |
For information about configuring ticket queues, see Configuring Service Desk ticket queues.
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