SJEaton Posted May 30, 2022 Share Posted May 30, 2022 Hi Is it possible to switch to raising an IN based on questions captured in a SR PC? Sam Link to comment Share on other sites More sharing options...
Victor Posted May 30, 2022 Share Posted May 30, 2022 @SJEaton Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 2, 2022 Share Posted June 2, 2022 Hi @SJEaton At what point are you looking to perform the switch? Prior to a request being raised? For example, a user starts raising a SR, but as a result of the questions that you provide, you want to switch to an Incident, before the request is actually raised in the system? Link to comment Share on other sites More sharing options...
SJEaton Posted June 6, 2022 Author Share Posted June 6, 2022 Hi @James Ainsworth potentially yes. We want to ask questions that would determine if its raised as an SR or IN Sam Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 6, 2022 Share Posted June 6, 2022 Hi @SJEaton From a customer perspective, they would be initiating the creation of a new ticket from a portal. The starting point is a service, followed by a request catalog item. The request catalog item will already be tided into a particular request type. One thing that should be possible is that within Intelligent capture, if the customers as started off with a particular request catalog item and through the questions that you ask, they determine that they have selected the wrong request catalog item, you can provide a like to the correct one, where they can then restart the raising of their ticket. Link to comment Share on other sites More sharing options...
Berto2002 Posted June 8, 2022 Share Posted June 8, 2022 Our workaround for users not understanding whether they have an incident or a request is that our triage detects it when it's first reported and we have an autotask workflow on a custom button that performs the following set of actions: 1) Copy the request but to the other type 2) Cancels the request and fills-out an explanation in the resolution 3) Email the customer with (the resolution) which contains an explanation and gives them the new reference number Link to comment Share on other sites More sharing options...
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