Service request should be approved before logging in to Helpdesk as a ticket...

naresh.gokara's picture
naresh.gokara
July 27th, 2009

Hi All...

I have a requirement in Altiris Helpdesk.. and I want to know the possibilities..

When I raise a service request using Helpdesk... It should be escalated to the respetive Manager/Managers first instead of logging as an Incident.. once the manager approves the same then only it should be created as an incident...Can we do this in help desk solution.. if yes.. please guide me..

Thanks in Advance.. 

Naresh
 

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bgreen's picture
bgreen
17 weeks 2 days ago

Leverage Type and Status Fields

I would most likely set up an approval process.  Technically, everything in Altiris Helpdesk is an Incident from the moment of creation, but that's not to say you can't leverage the "Type" field to differentiate between Service Requests and Incidents for reporting purposes.  I would probably use the "Status" field to track the approval process while it is a Service Request, and the incident status when it is an Incident.  A lot of this can be automated using Incident Rules and custom e-mail templates.

0 votes
MBHarmon's picture
MBHarmon
17 weeks 1 day ago

I agree with bgreen.  If

I agree with bgreen.  If there is some sort of critical business reason to not use helpdesk then you could always look at getting Workflow solution. 

- Matt

0 votes