We have just implemented the Help Desk template from the Fab40, and made a few
changes to it. One change created some other issues though and I don't know
what to change to get these working again. We removed the "Service
Representative" column since we felt that was redundant with the "Assigned to"
column. Removing this column has broken the "Unowned Service Requests web part
that was on the Service Rep Home page. This is understandable, but we would
like to have this part back so that we can assign requests to an employee of the
dept. We don't necessarily need an owner. The other part that broke was the
average Resolution Time. This one I don't understand as I don't see any
reference to any user in this part. This should be strictly based on resolution
time of each request. How do I get these parts working again. I have tried
re-adding the Service Representative column, but that didn't get it. I would
really like some help getting
this one figured out.