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Version 5 questions

PostPosted: Thu Nov 02, 2006 9:13 am
by tony1959
My company is using the ALLOY techservice desk version 5.0.
A few things are causing us trouble:
-the option 'My tickets' shows tickets assigned to colleagues, so not only my tickets.
-when creating a ticket, the requester can be chosen via a pop-up. How can we fix the field that is used for the search, like 'Display name', or 'Organisation'.
Is this configurable?
-what is the logic when users are loaded from an Active Directory database?

Thanks in advance for your help.

PostPosted: Wed Nov 08, 2006 5:12 pm
by pille
Originally posted by tony1959
-the option 'My tickets' shows tickets assigned to colleagues, so not only my tickets.


My Tickets will show tickets assigned directly to you and/or assigned to a group you are a part of.

Originally posted by tony1959
-when creating a ticket, the requester can be chosen via a pop-up. How can we fix the field that is used for the search, like 'Display name', or 'Organisation'. Is this configurable?


I'm guessing you're asking if you can make the other fields act like the requester allowing popups. You can't configure this easily.

Originally posted by tony1959
-what is the logic when users are loaded from an Active Directory database?


This is quite a general question, but in terms of how it relates to the Self Service Portal, the AD Import will automatically create client accounts for persons.

If you'd like elaboration on this just contact support and we can go over it in greater detail.