Hello,
I would suggest a collaboration with the resolver team(s) who have the highest volume of repeated incidents. As an example, we have high-volume of JD Edwards (JDE) incidents which require JDE batch data change requests. We use Incident Management to record the customer request details and swivel it to the appropriate resolver team which in this case is Application Support. Since it's a repeated high-volume incident, we are in the process of adding additional variables on our Self Service incident intake form so we can auto-route these types of specific incidents to the Application Support resolver team. I've come up with a script to do this by allowing the end-user to select the issue type they are having. If the end-user selects the issue type of JDE Batch, then the self service incident is routed to the Application Support team's queue directly without having to triage thru the Service Desk. This ensure timely response and a more streamlined and efficient way of getting the work completed quicker for the end user. Below is a snapshot of our self service incident.
Self Service Incident record producer - UI data policies allow for fields to display based on certain criteria inputted by the customer.
There is logic put in place to auto-route this incident to the Application Support queue based on a selection of JDE Batch. For further information, please ask away.
