Ashburn Findlay 10 Laps
consider the following scenario: (and every IT Service desk person will know what I'm talking about)
User calls because account is locked out.
1. Record user's info.
2. Unlock user's account.
3. Verify user has logged in successfully.
Now, create incident request via template (in our case we have an Account Locked Out template).
In SDP you have 2 choices: Worklog mandatory or Worklog NOT mandatory.
Since we chose to have worklog mandatory, we would like the ability to include a prefilled worklog with the resolution. We know that it takes the technician 'on average' 5 minutes to resolve these calls. Why can't the template include the worklog configured with technician name and time to resolve so that when the template gets applied to the request, the call is resolved immediately? As it stands now, the technician can apply the template BUT must now go back into the request, click on resolution, then EDIT to add a worklog to resolve the call SINCE worklog is mandatory.
Hope I explained that correctly....it's late...
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