I'm customizing my helpdesk, first I defined two organization, they are son of one company, and one delivery model for the customer and the father organization . I configured customer contracts with their respective services, SLAs and SLT, and each services with their respective service sub categories, on other hand I created one delivery model for establishing of customer and provider.
The problem is that from interface portal user, I can to create user request but not create incidents. I need you help, thanks!
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Additionally, when I create an Incident in the iTop application for a customer that Incident does not show up for the customer in the portal. It is like the portal cannot "see" Incidents or Problems even though the permissions grid indicates that power portal users should see them.
Really like the software otherwise!!!
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Hi, i have the same problem.
from what i understand, it depends on the modules you have choosen at install.
in my case i choosed itil ticket and incident management.
what i learned in another post is that in Itil V3 incidents are not reported by users, so no incident submission from user portal.
what i don't understand yet is how a portal user reports a problem that is not a service request ?
i imagine you need to add a "support" service in your catalog with service type "service request".
then a support agent would associate it to an incident if it has to be handled as an incident.
experts, is that right ?
Leidy, Tim did you find any solution from you side ?
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Hello!
I'm customizing my helpdesk, first I defined two organization, they are son of one company, and one delivery model for the customer and the father organization . I configured customer contracts with their respective services, SLAs and SLT, and each services with their respective service sub categories, on other hand I created one delivery model for establishing of customer and provider.
The problem is that from interface portal user, I can to create user request but not create incidents. I need you help, thanks!
I have the same problem.
Additionally, when I create an Incident in the iTop application for a customer that Incident does not show up for the customer in the portal. It is like the portal cannot "see" Incidents or Problems even though the permissions grid indicates that power portal users should see them.
Really like the software otherwise!!!
Hi, i have the same problem.
from what i understand, it depends on the modules you have choosen at install.
in my case i choosed itil ticket and incident management.
what i learned in another post is that in Itil V3 incidents are not reported by users, so no incident submission from user portal.
what i don't understand yet is how a portal user reports a problem that is not a service request ?
i imagine you need to add a "support" service in your catalog with service type "service request".
then a support agent would associate it to an incident if it has to be handled as an incident.
experts, is that right ?
Leidy, Tim did you find any solution from you side ?