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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Using the decision tree to ask scripted questions

A decision tree takes you step-by-step through a questionnaire. Based on your answers, the decision tree completes part of the form for a new incident request record. Each element in the decision tree displays a list of items. Your final selection completes part of the incident.

Decision trees are built by a manager or administrator at your company.

You can set up your preferences to use available decision trees whenever you start a new incident. For information about setting up your application preferences, see Selecting the application preferences.

For information about configuring decision trees, see Configuring decision trees.

The following video (01:54) shows how to use decision trees in Remedy IT Service Management to train new service desk staff how to process incident requests.

Disclaimer

  • Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

 https://youtu.be/CZoBd5208eM


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