A lot of our Service Desk calls are training calls and not what we would classify as an Incident - where something is broken.
How are you managing these calls to your Service Desk? What is ServiceNow's best practice for these calls?
ex: Do you log these are interactions, with reference to the KB article used to training the caller?
Do you use INC category = training?
I'm trying to find how ServiceNow would recommend we manage calls or Service Portal submissions for training with their system.
Thanks, Russ
