Quick way to log and close Service Requests

Sian J · ‎06-19-2019

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 · ‎06-21-2019

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

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Uncle Rob · ‎06-20-2019

How on earth does preventing task creation "allow for accurate reporting"?

Sian J · ‎06-21-2019

Logging passwords and account unlocks as incidents skews the total number of incidents reported. They are not incidents unless they have been caused by a technical failure. We want to log these as service requests but without generating an additional task to close down, ideally a "one click" option to log a service request and close simultaneously or a template, however i have only been able to find templates for incidents.

Uncle Rob · ‎06-21-2019

If you don't want hte task, why bother logging a "service request", which is a task of its own.

Waleska · ‎06-21-2019

At an organization I used to work for, we created a field on the Incident form called Type. The choices for this was Incident/Request. This way we wouldn't have to cancel an incident then create a RITM. We would then be able to report off of that and see how many requests we had against Business Services.

It is just easier to log something as an incident rather than going through the whole process of logging the request.

If service requests is really the way you want to go, maybe you can create a Service catalog specifically for your agents of known requests where the workflow will just auto-close upon submit. They can then use this catalog to log requests.