/build/static/layout/Breadcrumb_cap_w.png

Can I change or remove menu options in Service Desk?

When I am looking at an existing ticket there is a menu option in the upper left. One of the choices in the menu is Duplicate Ticket. I would like to remove that option for my users. I cannot determine where this list is derived from. Is this something that I have to get Personal Services involved in? Thanks for the help.


0 Comments   [ + ] Show comments

Answers (1)

Answer Summary:
Posted by: Nico_K 4 years ago
Red Belt
1

You cannot remove this, since this is a "open ticket" option.

From a long time user of different CRM systems I love such functions:
- One issue - one ticket should be clear (for tracking reasons, visibility of the work of the users etc)
- someone reports multiple issues in one, so you can duplicate and change the new tickets for faster work

An example which I always hated due to systems which hadn't this option:
a customer reported 20 failed hard drives and needed new ones. 20 tickets have to be made. If you have this option, this is handled in 1hr else you need a full work day...

I am not sure if Professional Services can remove this feature.


Comments:
  • Thanks Nico. I like the examples that you gave. Because of that I think I will hang on to this feature. Now that brings me around to my original issue that I didn't mention. On my Service Desk I have created a required field for my users. There are four options to choose from. I have to have my users select one of the options. When a user selects Duplicate Ticket, they can see the statement to choose and they can see that it is a required field, but the drop down menu does not display. They are not able to make a choice. Because it is a required field they are unable to save the ticket. Can you assist with helping me determine why the menu does not display? I am going to try and add a screenshot. Thank you! - AndrewQ 4 years ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ