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Former Member
Feb 12, 2008 at 12:34 AM

Service Desk: Modifying the Help > Create Support Message


Hi All,

I've seen this question before. Maybe soeone now has an answer.

Is there anyway to add a field to the Help > Create Support Message for the Service Desk? I need a location field to meet a requirement. Otherwise, the config is going to get ugly quick.

My requirement is the first level of support is determined based on where the issue is raised. If they can't solve it, it goes onto level 2. I need to create a support team rule to accomplish this and I think this is impossible with out of the box functionality. Any ideas?