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Re: How does your service desk triage IRs from Portal only? (we don't give access to console)
So the solution we've gone with for triage of incidents involves. * Needs Portal 6.03 - no cache so dashboard refreshes. * SQL table widget * Class extension created for TRIAGE field in IR * SQL code connects to Service Manager DB for the new class extension * IR form updated to include - Urgency = TRIAGE (1, 2, 3), IF 2 &… -
How does your service desk triage IRs from Portal only? (we don't give access to console)
Hi. Another process question I have, as it's always interesting hearing how others perform the same function. Our issue is the Service Desk are very short staffed and are having difficulty identifying which IRs to focus on when triaging. We are a decent sized business, so their active queue is in the hundreds. * We've…