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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 09/02/2010 13:55:40
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MCC
SysAider
Joined: 09/02/2010
Messages: 5
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Is it possible to add multiple admin's to service requests other than having to assign groups?
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09/02/2010 18:27:59
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SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 702
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MCC,
The only way at this stage is to assign it to a group if you want multiple admins to work on the SR.
May I ask what is the reasoning behind assigning it to multiple individuals??
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10/02/2010 00:53:55
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MCC
SysAider
Joined: 09/02/2010
Messages: 5
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We have sometimes up to three or more different techs (admins) working on the same project or task. As it stands right now, using our current helpdesk, which is a bulletin biard/sharepoint intranet site, we are able to assign any number of techs to a ticket (SR) and whoever takes it upon themselves to tackle the task is able to take full credit by just leaving his/her name on the ticket. (Or share the ticket if another tech helps). In case your wondering I work in an IS Dept. at a community college. The department is the helpdesk for the college, we have 4 tech plus our Network Administrator, our PC specialist and our department supervisor who is also our software manager. So we sometimes have numerous "admins" to assign to one SR.
i think I read in another thread that this could be done by using the cc field,,but the process was sort of confusing.
Thanks for your reply -
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10/02/2010 01:57:21
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SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 702
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I believe the group assignment will still work for you!!
All the Tech's will have to do is to capture their individual activities related to the SR. That will log the time they spent working on it as well as what they did.
The report of activities by administrator will then also reflect the same information etc.
I would like you to give this a go and see if it works for you.
This message was edited 2 times. Last update was at 10/02/2010 05:51:14
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11/02/2010 06:49:31
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MCC
SysAider
Joined: 09/02/2010
Messages: 5
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Thanks for your reply, we will give this a try. We are still currently in the process of using the trial version for training. We will be implementing the full version in the upcoming month or so. I will let you know how it goes.
Thanks again
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14/02/2010 13:08:40
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Ori
SysAid Customer Relations
Joined: 17/04/2008
Messages: 293
Location: Israel
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Hello MCC,
Can you please update us on your progress? do you need any further assistance?
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SysAid support. |
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15/02/2010 08:19:19
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MCC
SysAider
Joined: 09/02/2010
Messages: 5
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Sorry,
still in the pricess of everyone getting up to speed on using SysAid
No - nothing more needed right now. This thread can be closed. Thanks again..
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15/02/2010 13:52:16
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itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
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Hi MCC,
Don't worry, they will get used to SysAId very fast and you will have an easier job/
hope so 
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Best Regards,
Itay |
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