Service Desk

Hi Bhanu Sir,
Could you please

1) Create a New Role as "Hardware Vendor" and include in Roles dropdown in User Creation Page. While Creating an User for this Role only State Selection to be done.

2) change the Name of the My Tickets page as "Tickets Worklist".
In this page add one Dropdown DCCB in Filter Section, this Dropdown is to displayed only For Hardware Vendor Role. (Additional details reg the Hardware Vendor Role are shared in the 3rd point)

3) For logged in User with "Hardware Vendor" role only the Tickets under the 2 SLA parameters of
"Network Related issues" and "Hardware Related Queries" to be displayed in the "Tickets Worklist" Page.

Please display the "SLA Parameters" Dropdown field in this page for this Role User with only 2 values of "Network Related issues" and "Hardware Related Queries".

Please display only the below Menu items for this role.

1) Tickets Worklist
2) Reports
3) User Manual
4) Logout
5) Change Password

The ticket should be visible to the User only after it is Acknowledged by any other User with not Hardware Vendor Role.
and the User should be allowed to update ticket status from Acknowledged to Resolved.