Best Practice - No. Of Record Producers to report incidents against Servicea Offerings

[Jyo2]

Are there specific guidelines or recommendations to decide how many Record Producers does it make sense to have on Employee Center?

Idea is to avoid Help Desk having to select  Service Offering to triage the ticket.

What is the right balance of

1. User experience

2. Using one form to capture the incident details, forcing the user to select Service Offering? This could get long eventually.  In this case, we would need to open up the Service Offering table to all end users. What is the best practice considering security ?

3. Users using RPs incorrectly to submit requests? ( universal requests wont be implemented in the near future)

Opening up the Service Offering table to all end use

[Ankur Bawiskar]

@Jyo2 

it all varies from customer to customer.

No thumb rule for this.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Stig Brandt · Accepted solution]

No thumb rules, as mentioned, but

Consider to use - but to make it easier for a end user

- subscribe by users/location/department/Group/company - to restrict users to Service Offering, then users can only raise tickets to what they have access to.

- or also use predictive intelligence to auto populate service / service offerings, based on text input, after submitting the ticket

- or use - user - criteria to limit number of RP's a user can see

/Stig