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"LANDESK offers a whole world of wonder and mystery, which we have yet to explore"

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Steven:
The Summary is being used by students to input the complete incident, there is no max word cap. Surely Summary should be above Incident Details.

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Needs simplifying!

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What's the difference between an Incident and a Request

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What's the difference between an Incident and a Request

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Question: Why are we forced to choose               Off-Campus Yes or NO?

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Question: Why are we forced to choose               Off-Campus Yes or NO?

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We do now have a ‘Library’ group in the categories, featuring two categories, ‘General IT Query,’ and ‘Resources and Access.’

So all library queries can now be tagged as ‘Library’ or ‘Resources and Access’

Wherever possible we need to make sure that we log jobs in one of the existing categories if a suitable one can be found. The ‘General IT Query’ category is just for those odd ones where no existing category can be found.

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It turns out that all of the queries that we resolve contain an invitation to follow the IT Services Twitter.
possible to request that the line also includes an invitation to follow our twitter? This would be a great way of advertising our service.

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Barry: requested that LANDesk  show us a reduced number of groups when we are assigning jobs to other teams. ....when we were reassigning, we would only be shown a list of those groups we might actually want to use, or at least for  all those groups to be nested together.

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"Resolved" : The analyst or technician believes the issue is resolved – the incident can be reopened

"Closed" : The end user has acknowledged that the resolution is to their satisfaction, or x amount of time has passed without a response from the end user. The incident cannot be reopened.

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"If I have an incident open on my screen that incident is locked and no-one else can open it. However, when I open the resolve pane to resolve he job, the incident is unlocked, so others can open it and try to resolve it themselves. This happened this morning with incident number 3313."

This one was spotted by eagle-eyed Steven and John this morning.