Let’s say We are an organization of 600 employees with an IT team of 10 people who are handling tickets in Monday Service. We need SCIM provisioning to automatically provision the reauestors/users of the IT service. In normal Service mangement systems, requestors aren’t counted towards the license count but how is this solved in Monday Service?
2 Likes
Technically it depends on how you want the workflow to operate. The default recommendation based on the setup of the product is that the communication regarding tickets is done via email therefore requestors would not require a paid license as they would be submitting tickets via a form or email. They can be provisioned to be viewers to monitor ticket status, which are a free user type in monday.com.
Your other option is to communicate via the updates sections, which would require everyone to have a paid license and really only recommended if the entire org has a license.
But let’s say that I want to see all the tickets created by a user as an agent, and the user would like to see all the tickets that they have submitted? How could this be solved?
I would recommend using the filtered view options. You have the choice to either select a certain person that submitted the ticket or there is also a dynamic “me” filter that will allow the person viewing to only see what is assigned to them. Pictured below
I don’t work at monday, but I am using the monday service beta. In the portal configuration, there is a note about coming soon functionality where users can log in and see their open tickets, etc. This is presented as a separate option from using monday user authentication, so I think this will eventually do the thing you want: le external users review their tickets without having to be monday users. Ideally, someone from monday will say whether this is accurate.
1 Like