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Hayden_EckhoffHayden_Eckhoff Customer IT Monkey ✭
edited February 2017 in General Discussion


We have another Service Desk Team that will be using our Portal setup. I have been asked to customise some function to suit there needs. Hopefully someone can help with the below request.

1. Is there a way to add custom Metrics. What is there by default seems limiting. I have set the attached metrics already. 
I have been asked to create metrics from start date of when a certain "incident status" is assigned. Is this possible? And when a incident is assigned to a user in a certain support group?

2. Any user can modify the incident record status assigned to other users. There is no control on the incident ownership based on the assignee name. Is there anyway to lock this down so only the assign user can modify?

Any help is appreciated,



Best Answer


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    Brian_WiestBrian_Wiest Customer Super IT Monkey ✭✭✭✭✭
    Setup queues in the console. 
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    Hayden_EckhoffHayden_Eckhoff Customer IT Monkey ✭

    Hi Brian, I don't see anything in the Queues that would assist.

    3. Also to add is it possible to stop the clock on a certain incident status?

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    Hayden_EckhoffHayden_Eckhoff Customer IT Monkey ✭
    Thanks Tony
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