Do you have customers creating tickets?

[daurkin]

We are venturing in to employee self-service. We are planning on using SCAuto and events. I'm curious how much information do you have customer submitting?

[glg]

we're going to have our customers creating calls using the ESS module in SC6. We're taking away quite a bit of the functionality that's there. We're just allowing them to enter a description. Everything else will be hardcoded, a default categorization, default priority, automatically goes to the helpdesk first, automatically set the logged in user as the contact (oob ESS allows people to submit tickets for others), etc.

[tommy]

When customers submit tickets the number of fields should be limited to very few.

A customer cannot be expected to be able to choose asset id, category, product type, problem type etc.