ServiceDesk

 View Only
  • 1.  Resolved tickets issues

    Posted Jan 22, 2015 10:36 AM

    1. In the default Technician Dashboard, under Incidents Open by Queue Web Part, there are resolved tickets showing up.  We would like these tickets to not be here.  Does anyone have any suggestions?

    2. When a technician creates an Advanced Ticket and resolves it, why does it not give them ownership and credit towards that ticket?  To take ownership, the have to create the ticket, the go back to it take ownership, and then close it.  We would like the resolve button to make the person who created the ticket become the owner automatically.



  • 2.  RE: Resolved tickets issues
    Best Answer

    Posted Jan 27, 2015 01:11 PM

    1.  This webpart shows a report.  I've modified the dashboard so I no longer have this webpart but you can do the following:

    1. Under site actions at the top, modify page.  Do the same again and select edit page.
    2. Click the edit button on the webpart (pencil/pad icon).  You'll see the name and location of the report you have to modify.
    3. Go to the reports tab and edit the report.
    4. On the left hand side you should be able to exclude the resolved status and that should remove these tickets.

    2.  You can modify the workflow to add the owner mapping.  To do so:

    1. Logon to the servicedesk server and open Workflow Manager.
    2. Open the SD.Feeder.TechnicianIncidentForms workflow.  If you don't have it you should be able to find the package under X:\Program Files\Symantec\Workflow\WorkflowProjects.
    3. On the right-hand side of this workflow there will be a component called "Set Resolver, ResolvedImmediately and ResolutionDate on Incident".  Double-click this and click the elipsis button next to the Mapping Definition field.
    4. Under the Source Data column find EnsembleSecurityToken and under the IncidentTicket column find Owner.  Drag EnsembleSecurityToken.Email to Owner.
    5. Click OK twice.
    6. Publish the workflow to your server.

    Keep in mind that I have not tested the above scenario.  While in theory it should map the currently logged on user to the owner field if the ticket is marked resolved, it may break things.  If you need to, you can always reverse the changes and republish the workflow.