Hi,
just watched the youtube session Employee Center Academy : Universal Request
One topic referred to in that walkthrough is "general enquiry" and how Universal request differs from general enquiry. Is the topic "General enquiry" only available for HR-department tickets, or is it available for other departments as well? We're investigating what department specific ticket would be the best to create from UR when the content is of the type "general enquiry" (not something quantifyable or readily available in a service catalogue). As I have understood, UR should not be used when such general enquiries need to be passed on from the tier1 support desk to other assignment groups, in this case the primary tickets should be passed on from the tier1 support desk to IT.
Any thoughts on how this requirement could be solved, what primary ticket should we create from UR for this purpose?
Brs/ Tanja
