Attaching similar service calls to one "parent" call in Open View Service Desk
Hi, Newbie here, still trying to get comfortable with OV Service Desk. I am running version 4.5.0588.1104 and would like to know how to find ,relate and close all similar calls at the same time. The systems I support generate calls every 5 minutes as long as an issue is not resolved. This can lead to tonnes of similar calls just building up. I know how to find the calls but I would like to be able to close them all the same time instead of having to close each individually. Thanks!!
Re: Attaching similar service calls to one "parent" call in Open View Service Desk
One way to approach this is through process. Meaning, use the catagory/classification item and create a cat/class for these calls, also use a template this way you can simply search for specifics in the description or cat/class and do an update all...
Views are also important, set up a view with the specifics and you won't have to search anymore either.