Requesters on different accounts
Hello,
I've encountered the following problem:
- a requester can be registered to a single account only (the first he used or default if imported via LDAP/AD)
- if a ticket has been created on one account - it's been possible to be move the ticket to a different account (build 9204) via manual edition
Now: if I use a script, I "lose" requesters data and he/she stops getting e-mail notifications.
The second problem is - such requesters don't have access to incident catalogue on other accounts
Because of that, I am unable to offer them a single incident catalogue, which was to serve the purpose of a Single Point of Contact both internally and externally.
What are the possible solutions for that?
Are there scripts which could automatically move the ticket from an account to another, while preserving 100% of issuer's information, thus keeping notifications coming?
Is the option to connect the ticket creator with more than one account considered in future builds?
Best regards,
Marcin
I've encountered the following problem:
- a requester can be registered to a single account only (the first he used or default if imported via LDAP/AD)
- if a ticket has been created on one account - it's been possible to be move the ticket to a different account (build 9204) via manual edition
Now: if I use a script, I "lose" requesters data and he/she stops getting e-mail notifications.
The second problem is - such requesters don't have access to incident catalogue on other accounts
Because of that, I am unable to offer them a single incident catalogue, which was to serve the purpose of a Single Point of Contact both internally and externally.
What are the possible solutions for that?
Are there scripts which could automatically move the ticket from an account to another, while preserving 100% of issuer's information, thus keeping notifications coming?
Is the option to connect the ticket creator with more than one account considered in future builds?
Best regards,
Marcin