4 Replies Latest reply on Apr 7, 2015 3:14 PM by dmshimself

    Has anybody out there got an example triage process utilising the call Management module. This would be to allow a Service Desk to take calls and then decide if its an Incident or Request

    neil_p1000 Apprentice

      Currently our Service Desk are struggling to identify if a caller is making a request or a fault and so end up starting an Incident and then having to copy and past information into a request form. So a Triage system where they can type the information into a form and then choose whether or not it is an Incident or Request which will automatically open the Request/Incident Process and copy the details across (Triage).

       

      Has anybody got an example process we can look at

       

      cheers