Call Center tracking

[kssnyder]

I am looking for recommendations as to how call centers handle tracking their calls in ServiceNow. Currently, all calls that are received are documented as an Incident (we don't have the Problem or Change applications implemented yet). In the very near future we will be adding these applications and want to be sure only break fix issues are recorded as Incidents.

How do others document when a call is related to a Request or Change or basic information request?

[Pritam6]

You could classify the incidents by using the category field i.e. Request, Incident, RFC etc until such time you deploy Problem and Change. This will also allow you to use the Subcategory to further categorise as required, see the following wiki article: http://wiki.servicenow.com/index.php?title=Categorizing_Incidents

[Jacob_Andersen]

I'm assuming that you're using the CTI functionality of ServiceNow? If so, then when a new call comes in, it gives you the ability to create a new Incident, CI, and view user information. You can modify this form to also show problems and change requests, etc. This is as simple as a form personalization at this point.

http://wiki.servicenow.com/index.php?title=Computer_Telephony_Integration_(CTI)