Incident resolution with assignment to specialist
Francie Stafford receives another call from Joe Unser who, this time, cannot send documents to his local printer. Francie creates an incident request, but cannot resolve it herself. The incident request is automatically assigned to a specialist, Ian Plyment, who accepts the assignment and restores Joe's printer connection. Ian then closes the incident request.
The following table describes the typical steps involved in this user scenario:
Role | Tasks and actions | Explanation |
---|---|---|
Service desk customer | Contacting the service desk | Joe Unser cannot send documents to his local printer. |
Service desk analyst | Registering the incident request record
| Francie Stafford receives Joe's call and creates a new incident request record from the applicable template. |
Specialist | Accepting the assignment
| Ian Plyment is a specialist who works for the support group to which Joe's incident request is assigned. |
Specialist | Using Incident Matching to resolve the incident
| Ian uses the Incident Matching feature to determine the cause of Joe's incident and resolves it by restoring Joe's printer connection. |
Specialist | Completing the incident request
| Ian is unable to contact Joe directly to determine that his printing service is successfully restored, so he completes the incident request by moving the status to Resolved with a status reason of Customer Follow-Up Required. |
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