IT Service Desk

Case or Task Notes  When adding case notes, go to the History tab to find New Note button. (this one often seems to be missed).  To add a task note,...

Can't complete New Task  When adding a new task, you are unable to complete the task.     When creating new task if inputting data on "de...

Task Status  If a task status doesn’t appear to have updated, switch your view between grid view and status view, this often resolves it or if in Grid...

Case updates  If contact received from a customer with an update relating to a recent case, don’t send an email. Within the case, select New Task, and Cas...

Case Summary Grid Display Incorrect  If the case grid isn't displaying fully. Change the 'zoom' on the browser. Click 3 dots on the browse...

Task status/refresh  If a task status doesn’t appear to have updated, switch your view between grid view and status view, this often resolves it or if...

Linking Communication to Supported Case notes   If you start the communication from inside the support case the communication will link and show up in y...

LiveWest Witness/Case contact   If we are the instigator of a case, check if you are a contact first? if you are you can select yourself. Otherwise ...

Searching for a contact or asset  When searching for contact or asset start typing name in the search bar and the system will automatically start searchin...

Ensure mandatory fields are completed:  Title  First Name  Surname  Company: LiveWest  Select a 'New Contact Type' by clicking the but...