Best Practices for logging of ticket status checks in Service Operation Workspace

[Danny Barker]

Hello , 

We recently relaunched or Company Service Portal after a complete overhaul.  Our agents are also now using Service Operations Workspace.   These agents get a lot of calls that are just requesting a status check.  We want to start logging tickets for these and were going to just create a Resolution code for "Status Check".  This will however skew our actual Incident numbers but we do want to report on these.  Is there a Best Practice recommended?  I know we could still report on these and just filter out this Resolution code if needed.

We have seen Interactions in the Service Operations Workspace and looking at this as a possible solution for logging these.  

Any advice on this would be greatly appreciated.

[jMarshal]

If you don't yet use the Interaction Management module, consider that. An interaction record is a "ticket" that you can initiate an incident, task or other record from if needed...and just close if not (if it's just a "status check" of another existing record, for example). You can even associate the exact interaction record (status check) with the record for which the status is being checked.

Interaction Management (servicenow.com)

[Danny Barker]

Thanks for the helpful information.  I do have another question then. If we are creating interactions for status checks, would we be running reports on the Task table?  We still would want to report at the end of the day/week, Interactions/Incidents/Request so we can compare to our incoming call count.  

[jMarshal]

No, Interaction does not extend task so you would need to run a separate report on the interaction table to get the count/info/metrics on the status checks.