Hello,
A question about ITOP for know whether matches my expectations. In my case it is my company that offers services (a service company). I saw when creating a ticket, the caller must be part of the customer. While in my case my company (provider) opens these tickets to customers, these tickets also treated by his engineers (provider). During installation I chose the option for service management provider.
How can I manage this?
This is very important because i want to migrated to this new tool
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If I understand your post correctly - I think we have the same problem.
I am service provider and when a customer calls me, I want to open a ticket and enter their name - but I can't enter their name, only select them from a list once I've established which "organization" they belong to.
I service one "company" with lots of "business units". Currently each business unit is an iTop Organization.
I suspect, that unless there is an easy way to change the ticketing system, that my simplest solution would be to put all the staff into one "organization" but that would then mean I can't offer different SLAs or Delivery models to different business units.
Did you ever get a solution?
Last edit: Rob Harvey 2014-02-06
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello,
A question about ITOP for know whether matches my expectations. In my case it is my company that offers services (a service company). I saw when creating a ticket, the caller must be part of the customer. While in my case my company (provider) opens these tickets to customers, these tickets also treated by his engineers (provider). During installation I chose the option for service management provider.
How can I manage this?
This is very important because i want to migrated to this new tool
If I understand your post correctly - I think we have the same problem.
I am service provider and when a customer calls me, I want to open a ticket and enter their name - but I can't enter their name, only select them from a list once I've established which "organization" they belong to.
I service one "company" with lots of "business units". Currently each business unit is an iTop Organization.
I suspect, that unless there is an easy way to change the ticketing system, that my simplest solution would be to put all the staff into one "organization" but that would then mean I can't offer different SLAs or Delivery models to different business units.
Did you ever get a solution?
Last edit: Rob Harvey 2014-02-06