I am wondering how to manage following request.
We have 2 kinds of customers where we provide application support.
All tickets are created using web interface.
In the first point for the basic user the solution is OOTB Employee Role, forms, etc…
In the second point I have to modify the default Employee forms (I know how), but in other hand I need to keep the original for the basic user.
So I am wondering what is the best approach.
I have 3 ideas:
What is the best practise in those cases?
I think this is not about creating a new set of forms but handling different roles and permissions. Your key users should have analyst roles because they need to create tickets for other people (consider this implies licensing). About priority, best practice is letting the system to calculate it. Key users could change impact or urgency to get the priority changed.