Andrew-Lahikainen
commented
4 years ago @awiedeman I think if we did this, we'd have one global switch which would enable configurations to be shown in the Portal. Then we'd piggy-back off of the all tickets permission to decide who can see all configurations (as opposed to only their own).
As for creating a ticket from a configuration - that's interesting. The only problem is that if you created one from the configuration you wouldn't be able to use request types. Maybe request types could have an extra option which allows you to specify that it should ask for a configuration after they fill out the form. Then the user could search for the appropriate configuration and attach it.
I don't think we'd ever let contacts edit configurations, that seems like it could cause too many problems.
What do you think of allowing users to edit what configurations are attached to a ticket after it has been created? Are there any complications that could arise from this in your service desk processes/workflows?
awiedeman
Configurations in Manage represent the assets our clients hold that we provide support. From time to time, our clients want to see these assets and the relative information - sometimes exporting to a report format which is fine too.
CW Automate creates/updates configs in Manage to represent workstations and servers Auvik creates/updates configs in Manage to represent the network devices: routers, switches, printers, etc.
The client would like to see a list of their assets and serial numbers, who last logged in, etc – all the things a config can show. BONUS points for an exportable report format (Excel, csv or PDF).
Additionally, this could be something they could create a ticket FROM and that would come in to Manage with the config automatically attached (the original CW portal did this).