Incidents and requests in same table / queue?

chrisk4
Mega Contributor

‎09-26-2017 05:51 AM

Hey everyone,

I was wondering if anyone was using SNOW in a way that they were recording incidents and requests under the incident table (a single form) and having a drop-down to differentiate between ticket types (Incident or Request)?

I used this at my previous place of work and it worked really well for us and I'm looking at introducing it in my current place of work as we're about to start a bit of a SNOW overhaul to improve its efficeny but wanted to see if anyone else had any experience doing this and if anyone has been in a similar situation?

Thanks in advance!

Chris

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Dubz
Mega Sage

‎09-26-2017 05:59 AM

Hi Chris,



We're using this on our instance to separate out fault tickets and customer request tickets (information requests etc). We have a list of sub-categories and resolution categories that are dependent on whether the ticket is and incident or request and a different priority for requests which in turn sets a different SLA.



It's useful to separate out reporting on SLA's and KPI's and if your requirements aren't quite sufficient to necessitate the service catalog.


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