Site name doesn't change on edit & display order of assets
Hi
Firstly - I really like Service Desk plus but I have two issues I am hoping you could help me with.
We have over 100 sites. In some of sites (despite us asking staff not to do this) particular staff will raise a support call for their colleagues from other sites. Then when our support staff go in to edit the (automatically created) support ticket it of course displays the wrong name and wrong site. They can edit the name - so that when they respond the communication is going to the person who actually raised the support call but we have found after changing the name that the 'old' site name remains the same. It would appear that when you go into edit a created support ticket that ManageEngine is not doing the 'site lookup' as it were - when you change the name. I appreciate this is an odd situation but users will be users. Is this something that can be altered or corrected? At the moment it messing up our statistics as it looks like certain sites are generating more support tickets than they actually are.
Second issue is a bit more straight forward to explain hopefully. We enter asset tag numbers as the names of our assets on the CMDB. We've noticed that Service Desk plus will show the lowest number first on the Requester details display. E.g. if user has a monitor with number 1001 and a desktop with number 1002 then SD+ will show the monitor in the Request Details display as this is the 'first' asset. Is there a way of getting the CMDB to make one asset be the "primary asset" as obviouly it is more useful for our helpdesk staff to see at a glance that a user has a desktop than knowing the user has a monitor.
Hope all the above makes sense
Any help appreciated
Chris
Firstly - I really like Service Desk plus but I have two issues I am hoping you could help me with.
We have over 100 sites. In some of sites (despite us asking staff not to do this) particular staff will raise a support call for their colleagues from other sites. Then when our support staff go in to edit the (automatically created) support ticket it of course displays the wrong name and wrong site. They can edit the name - so that when they respond the communication is going to the person who actually raised the support call but we have found after changing the name that the 'old' site name remains the same. It would appear that when you go into edit a created support ticket that ManageEngine is not doing the 'site lookup' as it were - when you change the name. I appreciate this is an odd situation but users will be users. Is this something that can be altered or corrected? At the moment it messing up our statistics as it looks like certain sites are generating more support tickets than they actually are.
Second issue is a bit more straight forward to explain hopefully. We enter asset tag numbers as the names of our assets on the CMDB. We've noticed that Service Desk plus will show the lowest number first on the Requester details display. E.g. if user has a monitor with number 1001 and a desktop with number 1002 then SD+ will show the monitor in the Request Details display as this is the 'first' asset. Is there a way of getting the CMDB to make one asset be the "primary asset" as obviouly it is more useful for our helpdesk staff to see at a glance that a user has a desktop than knowing the user has a monitor.
Hope all the above makes sense
Any help appreciated
Chris