Triaging Help Desk calls

[rvargas]

Hi all,

I was wondering how other institutions are handling calls to their helpdesk. Currently, we are putting all our calls, emails, walk-ins, etc. as Incidents but we want to triage this better if there's a better way to do it. We're running the Vancouver release at the moment.

[Tina Watson1]

We start by creating an Interaction.  If warranted, an interaction may become an incident.

In an ITIL framework, requests for tasks that aren't for something that I broken shouldn't be an incident.  They may become a Requested Item (RITM) or something else.

[Mike D at 3C]

Great question.  As Tina has already mentioned, one option that would be worth considering is logging them as Interactions. 

Here is additional information for reference: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/interaction/concept... 

Hope that helps!

[harismoin81]

Great discussion - @rvargas - the issue is all the data records are directed to only one bucket (incident). According to the principles, all records are slushed on it's appropriate bucket based on the configuration/customization or the Business Rule. If still interested, we can discuss over this over a separate conversation.