This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

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, the service desk customer, phones Francie Stafford on the service desk

Joe Unser cannot send documents to his local printer.

Service desk analyst

Registering the incident request record

  1. On the Incident Management console, Francie clicks Create, to open a new incident request record.
  2. Francie enters the first few letters of Joe's email address on the incident request form and then presses Enter. The application matches the email address and fills in part of the incident request record based on the contents of Joe's People record.
  3. Francie selects the appropriate template to populate the new incident request record with basic information common to all requests of this type.
  4. (Optional) Francie associates the CI with the incident request.
  5. After Francie completes the incident request registration and saves it, the incident request is assigned to an assignment group as specified in the template.

Francie Stafford receives Joe's call and creates a new incident request record from the applicable template.

For detailed information about how to do this, see Creating an Incident request record by using a template.

Specialist

Accepting the assignment

  1. On the Incident Management console header, Ian selects his company in the Company field and his support group from the View By field.
  2. From the Defined searches area, he runs All Open Unassigned - All Priorities, which returns all of the open, unassigned incident requests for his support group.
  3. Ian selects Joe's incident request and opens it.
  4. From the Quick Action pane, Ian selects Assign to Me and then changes the record's status to In Progress.
  5. Ian clicks Save.

Ian Plyment is a specialist who works for the support group to which Joe's incident request is assigned.

From the Incident Management console, Ian runs a defined search for all open, unassigned incident request for his support group. Joe's incident request is one of the records found by the search. Ian opens the record and accepts the assignment.

For more information about how to run a defined search, see Using Search.

For more information about how to accept an assignment see Accepting an incident request.

Specialist

Using Incident Matching to resolve the incident

  1. From the Quick Action pane on the incident request record, Ian opens the Incident Matching window.
  2. Ian clicks Use Advanced Search.
  3. By default, only Known Error and Solution check boxes are selected, Ian also selects the Incident and Problem Investigations Check boxes to widen the search.
  4. On the Search Criteria Page 1 tab, Ian types Printer in the Summary Keyword Search field and selects Connectivity from the Operational Categorization Tier 1 menu.
  5. He clicks Search. Any matching incidents, problem investigations, known errors, and solutions appear in the tabs at the bottom half of the dialog box.
  6. Ian views details of the matching records and finds information that helps him resolve incident request.
  7. From the Relationship Type list on the Incident Matching window, Ian selects Resolved By and then clicks Relate With Solution. This copies the solution from the matching record to the Resolution field of the incident request record.

Ian uses the Incident Matching feature to determine the cause of Joe's incident and resolves it by restoring Joe's printer connection.

For more information about using the Incident Matching feature, see Searching for matching records.

This section also discusses other methods to search for possible solutions.

Specialist

Completing the incident request

  1. On the incident request record, Ian makes sure that all other required fields on the incident request record are completed
  2. Ian then moves the incident request record's status to Resolved and provides a status reason of Customer Follow-Up Required.

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.

Incident Management sends Joe an email asking him to contact the Service Desk to confirm that the incident is resolved. If Joe does not respond within a specific period of time, which is configurable for each installation, the auto close rule moves the incident request's status to Closed.

For more information about Closing an incident request, including Completing an Incident Request, see Closing incident requests.

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Leonard Warren

    Registering the incident request record section. Francie should associate the PC that is related to Joe Unser to the Incident by using the CI+ field or the Relationships section. This will help with the troubleshooting process to find out what else has been done to his computer beforehand. Suggest adding this into this section as step 4 and moving step 4 to step 5.

    Jan 05, 2018 08:30
    1. Aditya Kirloskar

      Hello Leonard,

      Sorry for the delay in responding. I have modified the document with your recommendations.

      Regards,

      Aditya

      Mar 14, 2019 05:41
  2. Leonard Warren

    Accepting the Assignment section. Step 4 states, "In the Navigation pane, Ian selects Assign to Me and then changes the record's status to In Progress." The Navigation pane can be confusing to new users. I know I was when I first read it. I would suggest replacing "Navigation pane" with "Quick Action section."

    Also, you may want to add in a new Step (Step 5) to have Ian save the request to ensure the SLA for Response is closed out as the clock is still ticking.

    Jan 05, 2018 08:34
    1. Aditya Kirloskar

      Hello Leonard,

      Sorry for the delay in responding. I have modified the document with your recommendations.

      Regards,

      Aditya

      Mar 14, 2019 05:42
  3. Leonard Warren

    Using Incident Matching to resolve the Incident section. Step 1 should have "navigational pane" replaced with "Quick Action section."

    Also, Ian would have to switch the Incident Matching search option first from Basic to Advanced before performing Step 2 as the Basic search is done based on the Summary of the Incident.

    Also, OOTB, only Known Error and Solution options are the only ones that are checked. He would have to check Incident and Problem Investigation to get all four options to appear.

    Jan 05, 2018 08:38
    1. Aditya Kirloskar

      Hello Leonard,

      Sorry for the delay in responding. I have modified the document with your recommendations.

      Regards,

      Aditya

      Mar 14, 2019 05:43