Automating Quick Tickets
Modify an Incident Form to quick classify based upon sub-categories
1 HOUR 0 MINUTES
About the Course:
Don Lacasse builds automated actions through the sub-category fields. This process can automatically quick fill tickets for a quick classify process to save technicians time. Don explores the possibilities of expanding the capabilities of the Out-of-the-Box content with customized default sub-category fields by building a Blueprint with Expressions in the Cherwell Admin. Then creating a table-driven One-Step Automation in the Cherwell Client, filmed using Cherwell Service Management Version 8.2.
About the Instructor:
Don Lacasse is a Cherwell Architect who has implemented scores of service desks with Cherwell Service Management. While managing an internal/external support desk for InStar Systems, an award-winning medical software company, Don was the first Cherwell Service Management beta customer. Today, Don is the senior Architect for the Cherwell Professional Services group. Some of his technical certifications include ITIL Foundations and RCV Intermediate; MS Industrial Engineering; Cherwell Service Management Foundations; Cherwell Report Writer; Cherwell Certified Trainer; and Crystal Report Writer.