Hi all,
I've been hired an as intern for a company to research the ITSM capabilities of Solution Manager and I had a couple of questions about Incident Management.
Is there a way to link multiple incidents/problems together? For example, if 20 tickets get reported for the same thing, is there a way to tie them all together without having to link them one by one so when there is a solution it can be pushed out to all 20 tickets at the same time?
Can assignment blocks be configured by ticket or by user? For example, if a processor adds an assignment block, will the reporter see that new assignment block when they reopen that ticket?
Is there auto-task execution available in SolMan at the OS level?
How do you close a ticket and mark it as completed?
Is there a way to have 3 different text boxes (One for the problem, one for the solution, and one for notes) or must it all be done through the text assignment block?
Is there a way to see workflow?
If anybody knows the answers to these questions it would be really helpful. Thank you!!