Call logging process

[Dan Munns]

Hi,

Can we ask that a change is made to the way calls are logged from an analysts perspective please?

At the moment if they click to raise a new ticket the 'select service' from the ProCap shows ALL available catalog items.

Can we have this filtered so that if they select incident it only shows the catalog incidents or service requests only shows the catalog service requests. At the moment if they select 'Raise New>Incident' but select a service request the BPM fails as there is no service request set up in the incident service. I don't really want to add differing call types to our catalog services as they will just add confusion.

Also can we make it so that the catalog service titles are not classed as items (or at least the option to turn them off) as this can also cause issues unless we have a full BPM setup just for those.

Thanks
 

Dan

[Martyn Houghton]

Dan

How are your analyst raising there requests? Are they using the option in the Request List or doing it from the mailbox?

Also in your progressive capture due you first of all select the customer/coworker prior the service?

Cheers

Martyn

[Dan Munns]

Hi Martyn,

They will raise incidents via the 'Raise New' drop down at the top left of the screen and selecting incident or via email. We only raise requests via forms, so the portal once we go live with this software.

And yes in the pro cap they will select user first.

Thanks
Dan

[James Ainsworth]

Hi Dan,

There is some planned work that is not too far away that should help with your scenario.  In your progressive capture for Raise New I can see that the Request Type progressive capture form will be used and that the selection on this form should then restrict what request catalog items are displayed on the Service Form. 

[James Ainsworth]

Hi Dan,

In your original post one of your requirements was to prevent the selection of a Service Title when there are request catalog items under the service.  We have now released a build of Service Manager that includes the following setting

servicemanager.progressiveCapture.servicedetails.catalogRequired

If enabled, this will prevent the Top level Service from being selected in progressive capture if there are existing Request Catalog Items listed under the service.  If a Service does not have any Request Catalog items listed under it, the selection of that service will still be available.  This setting can be enabled in Administration under Service Manger->Settings.

Regards,

James