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The Enterprise Service Desk November 2013 release will introduce new capabilities that
will allow a ticket submitter to select a different contact for the ESD to communicate
with through the lifecycle of the ticket.
To utilize this feature, select My Tickets, and then Create New Ticket.
Indicate that you are creating the ticket On Behalf Of someone else.
The same customer search fields appear allowing you to identify the customer.
The contact fields are new. Notice that the submitter, by default, is the contact. With
the November Release, you will be able to change the default, if that is appropriate.
You may want the customer to also be the contact, but you can also select an alternative user,
if that is appropriate.
The ESD will coordinate with the contact you select.
Another feature of the November 2013 Release includes added detail to help a customer select
the urgency for the ticket they are submitting.
A Low urgency indicates that a complete workaround is present. Medium indicates that a partial
workaround is available. A high urgency communicates that no workaround is available and that the
incident is causing a work stoppage.
Once you complete the remaining required fields, select create ticket.
You will be able to view the submitter, contact, and customer on the ticket details screen.
Another feature of the November Release will help approvers more easily determine which
requests they need to review.
Select Order Services, and Pending Approval.
The Center and Org Code for the customer will now be available on the main Pending Approvals
screen. Approvers will no longer have to open each request to find this vital information.
In the November release, the ESD will also seek to improve communications by adding a
more detailed Description to the notification e-mails that customers receive when they open
a help ticket. Also, P-Card buyers will receive a notification that a service they paid for
with their P-Card has been fulfilled and the request closed.
Have a suggestion for a future enhancement? Submit it via the Customer Feedback icon on
the ESD main page.