CSM and Request Management assignments best practices

[Ihor Kochetkov]

Hello folks, I need some good practices for setting up assignments in CSM with Request Management when 1 support team manages everything from Case to Request to Catalog Task.

Customer have CSM, also they have a nice Service Catalog their clients use. All requests and flows very simple, something like "request slack access", or "request teams access". Each RITM has only 1 catalog task. Both RITM and Catalog task goes to L1 team (RITM to handle communication, and SCTASK to actually complete the work).

As a standard behavior, when the customer creates a Request it generates a Case (SC) and then there is a REQ/RITM/SCTASK underneath, linked to this case.

Because their L1 manages all these requests, it seems like we need to assign CS + RITM + SCTASK to the L1 agent, which is quite confusing for the customer why for 1 ticket their agent has to manage 3 tickets (RITM will be closed automatically fortunately if SCTASK closed, however, it's still 3 tickets, and it's still 2 tickets (CS + SCTASK) which needs to be manually closed). For capacity calculation and workload monitoring and reporting it's confusing as well.

Also in Advanced Work Assignment (AWA) agent will be getting 3 tickets as well (so looks like for some tickets like RITM maybe we need to reduce capacity to 0), and sometimes these 3 goes to 3 different agents by AWA rules (if all agents have same amount of capacity, so CS goes to agent #1 , RITM goes to agent #2 , and SCTASK goes to agent #3. 

Please share your experience or maybe some best practices on setting up assignments/awa/reporting for companies where the same team doing all: from case to incident to request.

[Narendran Dhana]

Hi Ihor, May I know, did you managed to come up with best practices for this scenario? If yes, please share it here. 

Regards, 
Narendran