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Oct 13, 2009 at 06:26 AM

internal talking (conversation) in Service Desk

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Hello!

How to organize internal conversation via Support Desk between message processors?

Situation:

User sent mail in HelpDesk.

Message processor from 1st level support when he/she doesn't know solution must discuss problem with colleague from 2nd level, but their conversation must not be shown for user. User must see only final result with solution.

We did it with SDCR processes before, but now we should use SDCR for ChaRM aims, not for conversation. This method was useful because of its relationship with main messages (SLFN), i.e. SDCR messages were attached (related) to SLFN.

Does someone have any ideas?

Regards,

Artem