You have administrator privileges in the Administrator Console.
Administrators can enable or disable the conflict warning dialog for each queue separately.
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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. |
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Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts. |
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Each response template is associated to a specific ticket queue and belongs to the user that created it. You can select the applicable response template on the Ticket Detail page.
The template text supports the use of email tokens. Token values are dynamically updated using the field values from the ticket in which they are referenced. You can use the same tokens that are available in email templates. For more information, see Configure email templates.
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. |
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NOTE: Those queue owners who do not have access to the Queues configuration pages can access the Response Templates page by clicking the Manage link that appears just above the Predefined Response option in the Ticket Detail page. |
The name of the response template. This name appears available for selection in the Predefined Response field when you want to configure an automated response to applicable Service Desk tickets. | |
The contents of the response message. This field supports plain text and tokens. |
You can use a response template as a predefined response to a Service Desk ticket inquiry. For more information, see Add comments to tickets.
Typical custom fields include:
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Problem-related information: Symptoms, how long the problem has been occurring, or other components that might contribute to the problem. |
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Software-related information: Manufacturer, version, purpose, and installation date of the software. |
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Service Desk staff-only information: Information that can be used for diagnosing, reporting, or planning purposes, such as “vendor contact for escalation,” “root cause,” or “previously fixed.” |
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Custom ticket characteristics: Categories, Statuses, Priorities, and Impacts. |
You can customize the Ticket Detail page for queues as needed. If you have multiple queues, you can customize the Ticket Detail page for each queue separately.
Service Desk has the following configurable ticket settings:
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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. |
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2. |
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b. |
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In the General tab, click Customize Queue Fields to display the Queue Customization page. Or From the left navigation bar, click Configuration and then in the Queue section click the Customize fields to display the Queue Customization page |
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The text that appears in the drop-down list. By default, this text is Please select a category: This instructs users to select the category of the ticket. | |
Select DefaultTicketOwners. | |
Select none to prevent the CC List from being displayed on tickets. Because DefaultTicketOwners is the default owner, all potential ticket owners receive email notifications when a ticket is created. | |
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In the Default Owner column, select DefaultTicketOwners to make this user account the default owner of all of these categories. |
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In the Name column, type Waiting on Service Desk Staff, then in the State column, select Stalled, then click Save . |
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Change the Escalation Time for High priority to 1 hour, and select the color you want to use to identify high priority tickets. |
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