Look at the Personal Preference in the ITSM Console. The default ITSM behavior is to save a new ticket and reopen a blank form in Submit mode. You can set it so that it reopens the new ticket you just saved for editing, which is the preferred setting in our helpdesk. If you do not have pre-assignment (a customization we added to ITSM 5.5) then it is almost impossible to tell where the ticket actually routed (to which support group) after you saved it _unless_ you have it reopen in edit mode. I expect this setting to be even more important in ITSM 7, where we will not have pre-assignment.
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Atul Vohra Sent: Sunday, May 20, 2007 11:59 AM To: [email protected] Subject: Help Desk ticket creation Hi All, This may be a very basic question but am not able to figure this out. After we submit a new ticket, the submitted ticket closes and a new ticket (in create form) is opened. I think this is controlled by some data form but not sure. Traced the workflow but did not see anything related. ARS 6.3 Any help would be appreciated. Thanks Atul ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
