Triaging Help Desk calls
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06-07-2024 08:04 AM
Hi all,
I was wondering how other institutions are handling calls to their helpdesk. Currently, we are putting all our calls, emails, walk-ins, etc. as Incidents but we want to triage this better if there's a better way to do it. We're running the Vancouver release at the moment.
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06-07-2024 01:14 PM
We start by creating an Interaction. If warranted, an interaction may become an incident.
In an ITIL framework, requests for tasks that aren't for something that I broken shouldn't be an incident. They may become a Requested Item (RITM) or something else.
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06-12-2024 02:24 PM
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08-26-2025 03:48 PM
Great discussion - @rvargas - the issue is all the data records are directed to only one bucket (incident). According to the principles, all records are slushed on it's appropriate bucket based on the configuration/customization or the Business Rule. If still interested, we can discuss over this over a separate conversation.
