Dan Munns Posted May 29, 2018 Share Posted May 29, 2018 Hi all, I am hoping to be able to pick some brains re: Incident Logging. Currently our incident logging PC is very simple. Summary / Description. That's it. This obviously leads to tickets with very useful information such as (taken from an actual ticket): Summary: Office Description: Word not working Now, I am looking at improving the form to be a little more useful from an analyst perspective. But I am wanting to do this without a load of questions that a; the end user may not be able to answer and b; won't make the process so long winded that they just pick up the phone instead. I was thinking of something like: Incident (Service) > Incident type (CIs) > Hardware (laptops, desktops, mobile phones etc) > Software > Network (WiFi, Internet, Sharepoint etc) > Other Then maybe adding a 'Things to check' bit on the PC if they select the relevant options. (So stuff like, 'Is your WiFi switched on / are you actually connected to the network' type stuff if they have a WiFi issue) So, does anyone have any ideas on how I can make some kind of improvements to our current PC or a little show and tell as to how you do yours? Thanks in advance. Dan Link to comment Share on other sites More sharing options...
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