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Reassigning and Taking Ownership in SD 7.5

Created: 18 Apr 2014 • Updated: 18 Apr 2014 | 2 comments
This issue has been solved. See solution.

I have two small questions/requests in Servicedesk 7.5.

On Reassign Incident, we'd like to have "Clear existing assignments" always checked (or just hide it).

On Set Ownership, we'd like to remove/hide the "Remove from Queue" option. I asked his in another thread, but received no answer (https://www-secure.symantec.com/connect/forums/alw...).

We do everything by queues, so both of these options either cause tickets to appear in multiple queues, or leave tickets in the middle of nowhere assigned to one technician. Is this possible? I don't see any workflows to change these, but maybe I'm just missing it somewhere.

Thanks

Operating Systems:

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Justin Dybedahl's picture

This isn't possible without modifying the SD.IncidentManagementSimple workflow.   Unfortunately we're unable to modify this workflow with the release of 7.5 because the core workflows have been locked down.   You may want to see if there is a Idea post here on Connect and if not, create one for this.

SOLUTION