Scenario for dynamically creating incident tickets with Smart Recorder
As discussed in Handling tickets and related information dynamically using Smart IT , you can use Smart Recorder to create different record types. The type of record that you create, depends on your assessment of the customer's needs during the call.
This topic describes two scenarios for creating a ticket with Smart Recorder:
Creating a ticket directly from the Smart IT UI
In this scenario, you see how a first level service desk agent uses the Smart Recorder to create an incident ticket.
- Greg Johnson, the Director of HR, gets the Blue Screen of Death after rebooting his laptop. He calls the Service Desk and Jenny Tennyson, a Level 1 Service Agent, receives his call.
- As she answers the call, Jenny clicks Smart Recorder in the Smart IT tool bar open the Smart Recorder UI.
- Jenny clicks or taps in the Smart Recorder text field and types the "at" symbol (@) followed by Greg’s name. As she continues to type, the system suggests matching customer names.
- Jenny selects Greg’s name from the list of suggestions and the system displays his customer profile.
- From the list of assigned assets, Jenny clicks or taps the circle beside the entry for Greg’s laptop. The system displays a thumbtack symbol and adds the asset to the Smart Recorder.
- As Greg describes his problem, Jenny types the description into the Smart Recorder.
Smart Record evaluates what Jenny types and suggests templates and similar tickets and knowledge articles that she can use to create the ticket and resolve it.
Jenny selects one of the suggested incident templates and clicks or taps Create Ticket.
If the system could not match a template with keywords that Jenny typed in Smart Recorder, Jenny could still create the ticket using Smart Recorder. By clicking or tapping Create Ticket, the system asks Jenny to confirm what type of ticket to create. When she selects Incident, the screen transforms into the incident detail view. Any information that Jenny had already entered for the ticket would be preserved in the Incident detail view. Jenny could still use any of the resources suggested by the system to resolve the issue and can continue to create the incident ticket as described in this use case.
- Smart Recorder takes all of the information that Jenny entered and moves it to an incident form and along with information from the template that she selected.
Smart IT displays the incident request in draft mode. Jenny reviews the details to confirm that they are correct, then clicks Confirm + Save or taps Submit..
NoteIf you need to review the information in an incident ticket after you create it, or if you must add work notes, or update the status; open the ticket from the Ticket Console and work on it from there.
Creating a ticket from a phone system integration
Starting with release 1.1, if Smart Recorder is integrated with a phone system, the Service Desk agent can click a button in the phone system software to create a ticket using Smart Recorder. In this scenario, Smart Recorder can open with the following information from the phone call already completed (depending on how the phone integration is configured):
customer information, based on the caller ID.
- a description of the issue or the request, if one is provided.
- suggested resources, including templates and outages, if any are found.
- If Smart Recorder does not display customer information it means that Smart Recorder was able to match more than one person in the system with the caller ID information. If this happens, the Service Desk Agent must enter the customer information manually.
- The Service Desk agent can edit any of the information provided by the phone system, if needed.
After Smart Recorder opens with information from the call, the Service Desk Agent continues to create the ticket as described in Creating a ticket directly from the Smart IT UI.