We are in the process of adopting Workspaces for our Facilities and Finance teams. In concept this has been working well, but on the incident creation form the need to fill out the Workspace creates some challenges. The largest one is that folks on the Finance and and Facilities teams that aren’t close to this implementation often select an incorrect space thinking that because they work in one of those departments, that’s where the ticket should go.
We would like to be able to set a default workspace of IT and then hide this field so that all non-service request incidents come to the IT service desk for routing. This will help us avoid IT support issues ending up in the wrong workspace and having frustrated and upset users. They are upset because they did what we ask them to by coming to our system and asking for help. When they make an easy mistake like this it causes a service failure because it doesn’t get picked up by our automation. This is a fairly significant deficiency in the multi workspace setup.
