Lauren Posted January 30, 2019 Share Posted January 30, 2019 Hi We've come across some requests that have been logged under the wrong service. To give some context, we have our departments as services - IT Services, Facilities etc. One request that we had logged recently to Facilities was relating to power, but actually it was something that required IT intervention to resolve. We've come up with a few solutions around this, including: - Adding members of Facilities' and IT Service's Service Desks as supporting members of the other service (to be able to re-assign) - Amending wording on our progressive captures to advise customers of the correct way of logging We need advice on the best way to deal with these. Sometimes it isn't obvious to the customers which department their query/fault should be logged under, so educating our customers isn't always the easiest option. If there are any organisations that have a similar issue, we'd like to know how you deal with these situations. Similarly, any Hornbill gurus who have an idea, please do share! Thanks Lauren Link to comment Share on other sites More sharing options...
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