Presenter: Erick Simpson/MSP University/ Vice President & CIO
This session reveals rock-solid configuration tips to configure your client portal to properly capture ticket type, subtype, impact, user, department, location and all other information needed to automatically assign incidents a priority and SLA, helping influence your clients to use your portal and reduce your labor costs. In addition, attendees will learn how to configure an extremely effective automated workflow and alerting process triggered by internal SLAs tied to ticket status to automate communications with your clients and insure adherence to their external SLAs.
