1/ A requester sends an email to the support email address, with a message asking for a new computer. (So this computer is not already an asset that can be associated with the requester. The computer/asset needs to be prepared first with the correct name and configuration)
2/ The helpdesk agent wants to ‘add service items’ to the existing ticket to initiate the process. In this case he wants to add the ‘Laptop Computer’ BUNDLE (containing additional items such as a bag, Kensington lock, wireless mouse, … ) to REQUEST a new laptop computer.
Our problem here is that, when we click on ‘Add item’ in the ‘Details tab’ of the ticket & underneath the header ‘Requested Items’ , we only see the ADDITIONAL items, but NO BUNDLED items such as the laptop computer. Why ???
