Quick way to log and close Service Requests

[Sian J]

I am looking to see if anyone has a quick way to log service requests as an agent and close. A specific example being for password resets. We want to be able to log these as service requests quickly without generating tasks. On reviewing how other businesses do this they seem to log password resets and account unlocks as incidents and create a template for this. However logging as incidents will not allow for accurate reporting. Does anyone else do this differently? 

[scott barnard1 · Accepted solution]

We don't class these types of tickets as incidents

So we have a type of request called a QuickTicket. This is just a catalog item that generates as normal using a specific workflow that generates the records then closes them.

The workflow informs the on behalf of/requestor that work has been done for them and is now closed.

This allows us to track that these requests have come in without the skewing of the incident figures.

What it actually told us was to make password resets and unlocks a target for automation as they were the biggest consumer of this. These are now self service and don't need agent intervention at all.

In summary you can have specific workflows for items like this etc

Regards

[Matt D]

Hi @scott barnard  - I understand this post is now 2Y old, so please pardon the history lesson.

I found this post very interesting as we have a very similar requirement to the OP - to create a catalog item that generates a quick close ticket.

We currently use a workflow that creates a 'generic' service request form that looks and feels like the OOTB Incident form.

As the SNow developer has departed our workplace, I was curious to see how I could create a 'QuickTicket' to generate the record then closes it.

Essentially we really need some Service Request Templates - but in our current (PARIS) release, this is not available.  You only get OOTB templates for INCIDENTS - not Tasks.

I'm trying to create a FLOW that essentially does what your QUICKTICKET does, but I'm not experienced enough to understand if you need to raise a REQ / RITM / SCTASK in the workflow, just to generate some 'request templates' that I could use for our team.

The SNow dev we had, used FLOW to write certain fields through the service catalog architecture - REQ / RITM / SCTASK (via data pills) and essentially made a form that closely resembles the INCIDENT form. It means that Service Desk staff ignore the REQ / RITM, and only see the SCTASK component of each Service Request.