The following questions were raised during our Service Desk webinar on 4/25. We had a little mix-up at the end of the webinar and closed it down before a number of questions were answered. We apologize for that, but wanted to post the ones we did capture here so at least those were answered.
Q. Can approvals be submitted by emails (for change management)?
A. The approvers will need to access the change records that are pending their approval in order to approve or decline. Emails can't be used for approval processing at this time.
Q. Can we default worked time to "1 min", and only change it if we need to enter more time? We often use that just for re-routing tickets or after a status change, for example.
A. It is not possible to set a default work time value for work history entries in the current release.
Q. The product looks great. We have used the Help Desk portion of this product up to now. The next phase will be to start using the Change Management portion to track all of the CTP's (Crititcal Technical Patches) that are released by the software vendor to correct a variety of system problems. I want to enter them into the system and then have a field for the CTP Number (APlha Numeric Field) and then attach the documentation that defines the software patch. The documentation contains all the Program and Tables and Files that are updated by the CTP and then I want to be able to search on the CTP based on the Files or Tables that are updated by the CTP. Will that be possible or will your system not allow the search to go into the attachments level for the search?
A. Attached files are stored within the c.Support database, but aren't searchable. Not sure if SQL Server included the data contained with the attached files within the full text indexes.
Be sure to reference the Q&A session from the other webinars too.
Thanks again to everyone that attended the webinar.
Eric & Darren