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Post by rayancaleb on Feb 15, 2018 4:36:18 GMT -8
Hi, The message from upstairs is that we can't set the contact for a ticket as a team, it has to be an individual. Why? Because ITIL says so. This can't be true can it? Surely as long as the incidents are resolved and the user is / users are communicated to then that's what's important. If we're enabling our customers to provide the service that they need to provide then where's the problem. I can get around this with some user training admittedly, but want to automate this as much as possible. The sticking point for me is the ITIL reference though, is there some strange rule that says incidents can only be reported by individuals? I didn't find the right solution from the internet. References: www.cvsajxnvcsjaitilcommunity.com/modules.php?cncnmcname=Forums&file=viewtopic&t=8034Cloud Marketing videos
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