Capturing an Incident or Service Request

capturing a ticket inside the incident/request management means taking responsibility for attending it or contributing to its solution taking responsibility for attending it or contributing to its solution before getting started it is a prerequisite to have at least one ticket available and opened, in order to capture it inside the incident/request management it is necessary to have the permissions to view, capture, and perform possible actions within the incident or request procedure access the menu processes > ticket management > ticket(incident or service request) > open ; clicking once on the incident or request you want to attend will open the actions and selecting the " open " button will open it double clicking will directly open it if the system identifies that the executing user is linked to more than one group that could promote the conclusion of that ticket, the system displays an interface for the user displays an interface for the user to identify the group that will perform the task business rule business rule it is not possible to capture a task without the proper permissions it is not possible to capture a task once it has been captured by another user it is not possible to capture a finished task if there is only one execution group, it must be set automatically if there is more than one execution group, the user must inform it apply the executor group to the executor group id field ; update capturecontrolrequest with the correct executor group; during approval tasks, the system will verify if the flow design contains the approval group expression, this group is already informed during activities design, therefore the system should assign the group automatically if there is more than one group, the system will ask the user which group will perform the approval troubleshooting when including more than one group in the flow troubleshooting when including more than one group in the flow ⚠️ attention ! if a user has permissions in two or more groups for the assigned task, the system might not be able to identify which group should be acting, and might randomly pick from one of the available groups to avoid this problem, it is necessary to follow the procedure described below this way, the system will show a pop up window so the user can select which group will perform the task it should be saved on the itemworkflow table the id of the person who captured the ticket the groupid that performed the task 2\ update the capturecontrolservicerequest table, in order to register properly the groups which already performed the task in case of delegation, the system removes the assignments and moves them to other groups and users; 3\ create a script to update this field; 4\ discontinue the currentgroupid field on the database; 5\ warn support technicians, clients, and everyone involved that the currentgroupid was discontinued and will be no longer supported impact if parameter 452 (continue on the ticket screen after saving?) is active, the ticket is assigned automatically this case needs to be verified, and before capturing the tickets it is required to follow the process (above) and inform which group table bpm itemworkflow executor group id , currentresponsibleid capturecontrolservicerequest incident or service request information after the incident or request is opened, the system will retrieve the incident or service request information fields fields field description activity the activity that is chosen by the requester; contact's origin service desk, email, facebook, twitter among others contract contracts linked to the portfolio; description auxiliary text that is written by the end user; e mail add an e mail for the requester impact impact of the activity; portfolio the portfolios that are chosen by the requester; requester name of the requester (can be searchable with %%) requester history requester’s history with no of calls, calls resolved on time, delayed calls, calls still open, calls running and delayed, and the level of satisfaction send e mail select which types of email the user will receive; service the service selected by the requester; unit unit of the requester urgency the urgency of the activity capturing the incident or service request to become responsible for the incident or request, click on the option " assign tick et" which you can find in the top menu bar toolbar items item description assignment the person responsible for the incident or service request attachments view the existing attachment(s) or attach a new object back back to the service desk list of tickets current group the group responsible for the solution knowledge appears when there is knowledge linked to the current step of the flow layout enables page layout editing (30% 70%, 50% 50% and 100%) limit time date and time limit for attendance number incident or service request identifier scripts show scripts to attend the service sla total time for resolution task step of the service flow view flow show the service flow 🖊 note if the ticket is not captured, the current group field will show the same group listed on the ticket screen if the ticket is captured, the agent must pick the executor group and it will be shown on the current group field ticket options ticket options in the options, we have option description assign ticket use it to become responsible for the incident or service request change sla change the sla assigned to the incident or service request create related ticket link a related incident or request for the attendance create sub ticket create a sub incident or request for the attendance delegate delegate the incident or service request to another attendant print print the incident or request information reclassify change the portfolio/service/activity of the incident or request schedule activity can schedule an activity for the incident or request suspend suspend (pause) the time of attendance for the incident or service request attending an incident or service request the effective start of the attendance occurs when the right team captures the incident or request or when the service desk team forwards it to the right area analysts are provided with several features to attend a ticket, such as adding comments, reviewing the ticket's history, sending an e mail notification to the requester, and posting the time used to attend it add comments/see history add comments/see history the user can write a comment and perform the following actions option description add add the comment to the incident or request cancel cancel the comment comments area to make comments to people who access this ticket text in here can be formatted history see the incident or service request history post hours possibility to inform the hours spent on a task public by marking this the requester will be able to read the comment if this is left unmarked, the comment will only be visible by the team attending it send e mail mark to send the comment in an e mail it is possible to view and interact with all comments made within the ticket (edit delete reply the comment) another option for commenting and viewing comments is through the quick search on the service desk interface to access this functionality go to the menu processes > ticket management > ticket ; click on " search here " and enable the " tickets with comment permission " option; the system will then, turn the " number " field, as mandatory to perform the search, where you will enter the ticket number you wish to comment on after entering the number, click on " search "; the system will return in the list the ticket you entered previously click once on it to present the options available for that ticket one of the options presented for this ticket will be " view and comment "; when clicking on " view and comment ", the system will open the ticket in preview mode without the possibility of viewing any attachments on the ticket, you can create and view only the comments on that ticket; after adding the comment, close the ticket preview page 🖊 note for this functionality to work, enable the following parameter and permission enable the parameter 298 display the occurrences of the ticket (values " y " or " n " default " n ") enable comment permission on the group screen assignment and action assignment and action you can direct tickets to another group (identifying the group that will be directed within the flow), or take actions (the actions are defined by the service flow and will appear only if the flow step directly to it) defining status (changed from situation) of the incident or service request defining status (changed from situation) of the incident or service request field description situation the situation for the incident or request (registered/in progress, solved or canceled) status – status of incident or request registered/in progress – the ticket is not ready to be closed; solved – inform a solution to finish the ticket; canceled – justify why the activity is being canceled; linking additional items linking additional items access the small black arrow button on the upper right side of the screen, below the menu bar, to perform the desired functions function description create related ticket link a related incident or request to the ticket create sub ticket view or create a sub incident or request for the ticket e mail reading allows the attendant to search and read e mails related to the ticket knowledge allows the attendant to search and link knowledge to the incident or service request project allows the attendant to search and link a project to the incident or request schedule allows the attendant to schedule an activity for the incident or request workarounds view and maintain workarounds related to this incident or request saving saving at the end of the page, you will find a floating button with the functions of function description back to get back to the service desk list of tickets save to save the incident or request and create the number for tracking and monitoring save and submit to save the incident or request, create the number for tracking and monitoring and follow forward on the service flow