This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.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.

A manager or administrator can build decision trees. You can set up your preferences to use available decision trees whenever you start a new incident. For more information, see Selecting-your-application-preferences.

Related topic

Configuring-decision-trees

The following video (01:54) shows how to use decision trees in BMC Helix ITSM 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.


icon-play.png https://youtu.be/CZoBd5208eM


 

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