As we have installed Altiris Service Desk 7.0 successfully,
now we want to build real time scenario in which Service desk should work.
We want to have customized help desk environment in which our customers login to service desk portal and create tickets for there problem and the case automatically forwarded to Engineers in respective regions & if Engineer assigned case don’t work on it mail should be automatically forwarded to manager.
I need documentations to be more specific I need document to fully understand the architecture and work flow of case.
Please let me know of any specific document regarding this.