Incident Management best practice.

[JaredR851365085]

Hi,
I have a general queries around incident management (Walk-in Service) best practice and one about customer experience.

1. Is it best practice to log tickets per interaction or per issue? for example if someone comes to the service desk with a hardware issue, and also has a secondary non-related issue, is it best practice to log two tickets or to log a single one per interaction?

2. As these are tied to metrics for data purpose it may be beneficial to have record of both issues, but at the same time it might create poor user experience as they are bombarded with emails from multiple tickets. 

Is there a way in Service now you can manage this, without creating too much work for the service desk, and also reduce over correspondence with the end user?

Thanks, 

[Dr Atul G- LNG]

Hi @JaredR851365085 

1. Is it best practice to log tickets per interaction or per issue? for example if someone comes to the service desk with a hardware issue, and also has a secondary non-related issue, is it best practice to log two tickets or to log a single one per interaction?

Atul: If you ask me, I will say per issue we need to log the incident, as agent is spending time on 2 different discussion. 

2. As these are tied to metrics for data purpose it may be beneficial to have record of both issues, but at the same time it might create poor user experience as they are bombarded with emails from multiple tickets. 

Atul: Agree , but need to think, alot emails, and email provides user the exact details about 1 issue at given point of time.

Is there a way in Service now you can manage this, without creating too much work for the service desk, and also reduce over correspondence with the end user?

Atul: NO mate, SN is platform, it will work the way you want it to work.

[JaredR851365085]

Thanks for responding, to eloborate a little bit:

Is there a way in Service now you can manage this, without creating too much work for the service desk, and also reduce over correspondence with the end user?

Atul: NO mate, SN is platform, it will work the way you want it to work.

Jared: My main concern here is logging two tickets for a single multi issue interaction may bombard the user with emails, is there a way in service now to quickly toggle this so that we limit email correspondence for first call resolutions? this way I feel the agent can log one issue per ticket and not bombard the end-user with service now status emails, creating possibly poor user experience.

[Dr Atul G- LNG]

Hi @JaredR851365085 

I am 100% agree with you, but again we need to see what best fit for us. We can normalize but cant remove the 100% duplicity. May be go what best looks to you and after 3-4 month, re-evaluate and see what changes we can do.