The structure of the Help Desk here is that the person (Tier 1) taking the call will, most of the time, resolve the issue. Only about 30% have to be escalated and assigned outside the Help Desk. So what configuration settings do I make in IM/PM 7.0.2 P3 to allow that scenario to happen? The docs and manuals I have don't reference the situation more than just barely. Thanks! Rick Cook
_______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
