Solution Publishing Rules

EZ Service Desk provides a menu where solutions can be managed. Please see the Solutions support articles for customization and solution management. Solutions can be saved as draft or published. The action is reflected on the solution status and used for solution search and solution link to requests. Solutions can be deleted. Deleted solutions are […]

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Routing Rules

Each request type has embedded business rules based on ITIL. Service Requests are assigned to Help Desk group unless a user is assigned. Users from Help Desk can claim service requests. Managers have rights to assign service requests to themselves for delegation purpose. Service Requests are closed upon resolving. Incidents are kept track as Service […]

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