Resolve at Universal Request level?

[Kristin J]

Hello! I'm new to UR and am working on the design/process for implementing it. For now the idea is that there will be UR routing group that does not work on primary tickets directly and is only responsible for UR, routing, etc.

I'm wondering though if this team could resolve at the UR level? For example, if the question can be resolved with Knowledge, does it makes sense to simply attach the article to the UR and close it? There's no categorization OOB that I see so I'm not sure that this is the intended use.

Would the UR agent create a primary ticket of some kind and resolve it at the same time as they create it?

Appreciate any comments or ideas...insight into how you're using it would be great too. 🙂

Thanks!
Kristin

[Ethan Davies · Accepted solution]

Hey Kristin,

It is common to have a process where agents resolve at UR level. For example, if a user has a query or question that can be resolved with existing knowledge as you say then there is no real need to raise a primary ticket to facilitate the resolution. We can achieve a first call resolution here by attaching knowledge or providing a resolution to the user and closing the ticket.

[Kristin J]

Thanks for the reply! I felt that it would be a common process, but thought it was odd not to have a related search function out-of-box...made me question myself haha.

How do you report on the types of tickets being closed at the UR level? Did you customize your UR form?

[Kristin J]

Oh it seems there was a role issue after clone and it was preventing me from seeing the knowledge search which does seem to be OOB. So that's a relief lol.

Still interested though in what you do for categorization reporting of your FCR using UR.

Cheers!
Kristin