In line with the script you recommended to auto-populate the caller field, see my additional recommendations below as this works in my environment really well.
- Identify top 5-10 Affected services in your environment that users create incident ticket against which would always require Service Desk to re-assign to another support group for resolution.
- Create Incident Record Producers for them e.g. Bond Trading Access Denied as shown in my screen shots below
- Create fields that you want the user to fill in certain info e.g. detailed description field to describe issues they are experiencing...
- Create incident template and identify all the incident fields you would like to auto-populate certain information on. Reference to my screen shot below for incident template.
- Associate the incident template on the incident record producer - Bond Trading for example
Example of a use case: A user has access issue on Bond Trading application. He goes to the Service Portal and logs an incident ticket using the "Bond Trading access denied" record producer. Once the incident is submitted, the incident is routed directly to the assignment group selected in the incident template. Other fields such as Affected CI, Category/Sub Category, Contact type, short description etc, identified in the incident template are auto-populated on the incident ticket.
Below are the benefits
- It facilitates automation and routing of incident tickets to the correct support group and bypass Service Desk queue
- It helps to eliminate error of Service Desk agent mis-routing incident ticket to a wrong assignment group
- It improves incident response time
- It eliminates error of Service Desk agent not knowing the correct Affected CI to select for an incident
- It helps to align services to the incident raised against it which facilitates incident diagnosis.
Let me know if my little recommendation makes sense. Am still learning
Please reply if this is helpful.
Richard Adetimehin
Hi Prici,
See my response Skylar Barth's recommendation for Incident Record Producer.
See my additional recommendations below as this works in my environment really well.
- Identify top 5-10 Affected services in your environment that users create incident ticket against which would always require Service Desk to re-assign to another support group for resolution.
- Create Incident Record Producers for them e.g. Bond Trading Access Denied as shown in my screen shots below
- Create fields that you want the user to fill in certain info e.g. detailed description field to describe issues they are experiencing...
- Create incident template and identify all the incident fields you would like to auto-populate certain information on. Reference to my screen shot below for incident template.
- Associate the incident template on the incident record producer - Bond Trading for example
Example of a use case: A user has access issue on Bond Trading application. He goes to the Service Portal and logs an incident ticket using the "Bond Trading access denied" record producer. Once the incident is submitted, the incident is routed directly to the assignment group selected in the incident template. Other fields such as Affected CI, Category/Sub Category, Contact type, short description etc, identified in the incident template are auto-populated on the incident ticket.
Below are the benefits
- It facilitates automation and routing of incident tickets to the correct support group and bypass Service Desk queue
- It helps to eliminate error of Service Desk agent mis-routing incident ticket to a wrong assignment group
- It improves incident response time
- It eliminates error of Service Desk agent not knowing the correct Affected CI to select for an incident
- It helps to align services to the incident raised against it which facilitates incident diagnosis.
Let me know if my little recommendation makes sense. Am still learning
Please reply if this is helpful.
Richard Adetimehin
