ServiceDesk

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  • 1.  How to modify Service Desk 7.1 SP1 default Incident Request

    Posted Jun 16, 2011 10:11 PM

    I know out of the box Service works and you can create and incident. I need to add auto esclations and email and some other items. Where is the default workflow for this incident request and can I change it?

     

    Thanks



  • 2.  RE: How to modify Service Desk 7.1 SP1 default Incident Request

    Posted Aug 20, 2011 03:15 AM

    Workflows are broken up into different functional groups such as tickets being created through the portal or from an email.

     

    SD.Email.Monitor is generally a good place to start for email based tickets

    SD.Feeder.GeneralIncidentSubmitForm is a good start for them being created via the portal



  • 3.  RE: How to modify Service Desk 7.1 SP1 default Incident Request

    Posted Aug 20, 2011 04:31 PM

    Excellent post up above. And dont forget:

    SD.Feeder.TechnicianIncidentForms for the technicial incident feeder