We are interested in using Service Desk to manage our IT services. However, we would like the user who logs an issue via the portal to be able to have their location associated with their account. So, in essence, if a user logged an issue, we would know from their user profile automatically, where they are located. We would also like to use that location to route the request to the appropriate group.
I know the automation rules in Service Desk canhandle the routing, but I am not seeing a place where we can add a users location to their profile.
Additionally, we use the automatic user sign-up and our user directory authenticates to an active directory. So, ideally, we would pull that information from the active directory.
Is any of this possible? Any clues would be great.
Thanks,
Jason
