Service Desk Settings

Topic	Views	Activity
About the Service Desk Settings category	289	December 30, 2020
Customer has modified default source option as 'Email' on record submission. Post this, during submission of a record customer gets a message stating 'Please choose Users' but there is no option to choose the users. How to address this? how-to	324	March 10, 2021
Customer raises an incident stating the system is allowing to change parent records to resolve state even though the corresponding child calls are not moved to resolve state. How will you be addressing this? how-to	304	March 10, 2021
Support team receives an incident which states the record logged under a particular Category is getting assigned to a wrong workgroup and not to the workgroup which it is intended to be. What would you do to investigate / solve this incident? faq	259	March 10, 2021
While performing a proxy submission / on behalf submission of a record, we use 'Source' option. I configured a new source called 'On call' but I don’t get to see the user list drop down towards its right. What mistake I would have done? how-to , faq	283	March 10, 2021
Customer has added a state called 'Assign to helpdesk'. When he is trying to change the state, he is not getting the 'Technician/user list selection' to assign the record to a owner. Any configuration mistake causing this issue? how-to , faq	278	March 10, 2021
Customer complains that an user is not getting the option to submit child records. What privileges should be given in such case? faq	287	March 10, 2021
Does Sapphire support Archival of Old Records? faq	325	February 26, 2021
Is there any option to create questioner while raising a record? faq	275	February 26, 2021
Is it possible to collect User Feedback or customer satisfaction score for every record? faq	279	February 26, 2021