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Request and Closure categories


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We're looking at updating our closure categories. We have agreed that we want to capture 3 key things - 1. what action was taken, 2. where was that action undertaken and 3. what entity did that action occur on.

The current structure of the closure categories does not lend itself to capturing this info (without having to create hundreds of categories which we don't want to do) so I was wondering if there is anywhere else to capture this info? Is there perhaps an option to create an additional question as part of the resolution that the analyst can complete to tell us where this was done (e.g remotely, desk side or on site) which would then mean we don't have to include this in the categorisation.

It would be good to understand how other companies deal with this and ensure that they capture useful information at resolution




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  • Victor changed the title to Request and Closure categories

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