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Service Manager - Copy somebody on incident/request

Răspuns Service Manager - Copy somebody on incident/request

  • Monday, August 06, 2012 1:54 PM
     
     
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    Hello, my company is switching to Service Manager as the software for our system issues. My request might be simple but I haven't been able to find a solution for it yet.

    I'm the one that initiates the incidents/change requests for my department. I create the incidents/requests with the name of the employee that is having the problem so that our IT programmer communicates with them about the issue they're having. However, in our older system, I was able to "copy" myself on all the incidents/requests that I created so that I could keep on top of the issues and make sure that my department responded to IT if there were any questions they had.

    How would I be able to do this in Service Manager? Still keep the actual employee with the problem as the main person with the issue, but have my name added somewhere so that I could receive all email notifications regarding the problem as well.

    Any help would be greatly appreciated.

    Dania

     

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  • Monday, August 06, 2012 5:11 PM
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    Hi,

    you can use the "Primary Owner" field of incident tickets to add yourself. In the notification workflows you can add different people, for instance "Affected User", "Assigned To User" and also "Primary Owner".

    In Change Management there is no "Primary Owner" but the Change Management class can be extended with this field.

    Hope this helps.

    Andreas Baumgarten | H&D International Group

     
  • Monday, August 06, 2012 5:21 PM
     
     
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    Yes, it does, thank you so much for replying so quickly.

    Have a great day!

    Dania

    Dania

     
  • Wednesday, August 08, 2012 8:01 PM
     
     
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    Hi Andreas, I just realized that in your reply to my question about the "Primary Owner" you mentioned the Change Management area, but I was referring to creating a "Service Request".

    When I create an Incident, you said that I could use the "Primary Owner" field to copy myself on any Incidents that I would create for somebody in my department. But is there a similar field that I could use in a Service Request where I could copy myself on any Service Requests that I would create for my department? 

    Thank you again for all your help.

    Dania

    Dania


    • Edited by Dania7386 Wednesday, August 08, 2012 8:01 PM
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  • Wednesday, August 08, 2012 8:25 PM
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    For Change Management and Service Request Fulfillment you need to extend both classes with a Primary Owner field.

    Andreas Baumgarten | H&D International Group

     
  • Thursday, August 09, 2012 10:23 AM
     
     
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    Thanks you again for your reply.

    Dania