My requirement is that any service desk user should be able to "Raise this request on behalf of" another user. Currently only service desk agents can do this. How do I control the permissions on this field to allow anyone to do it?
When an agent (requirement) uses Raise a request link in the side bar they are given the option to change the reporter to be the actual customer that is raising the request. This is useful for walk-ups, phone calls, emails, etc. Once the agent creates the issue and selected the appropriate customer then that customer is now the reporter and they will get all notifications and can comment, transition, etc. just as if they had opened the issue themselves via email or portal. Now if one customer wants to open on behalf of another customer they can request in the comments to change the report or they can share the issue w/ the other customer should sharing be enabled.
We used a workaround that seems to be working.
We created a custom field called "Affected User" and added it to the forms. Support is trained to look at that field and not the reporter field.
We also added automation that automatically shares the ticket with the Affected User to make sure they get the notifications and can monitor the ticket in the portal.
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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