ServiceDesk

Anyone know if there is a way to change the current affected user/submitter?

I know you can add a second Primary User to an Incident, but that then leaves two Primary Users, which messes with our Reports.

It would be great if we could 'demote' the original Affected user or Submitter and add a new Primary.

This is for cases where the ticket was entered incorrectly, or a Technican sends an email to Service Desk to log on behalf of someone else...

Should this be a feature request? Surely i'm not the first person to query this, but cant find any other documentation...

The ServiceDesk 7.1 release notes state that this functionality is added in 7.1.  They read:

"The Technician has the ability to change the primary contact on an incident."

Definitely not the first to ask!

Just checked and yes this is possible in 7.1 beta....so all looks good.

Thanks!

Have you tried using this KB as a workaround? 

http://www.symantec.com/docs/DOC2612

You'll have to probably delete your original contact and re-add them as an additional contact though.

This document was very helpfull!