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Create and assign Service Request
Use case scenario: A service request occurs. The Call acceptance editor is filled with logged user information (normally end user or customer) and description. A service request is created and opened in the editor. The service request has to be assigned to the solution group.
The following actions are involved in the process:
Create + Edit Ticket |
Allows you to create a Service Request from the Call Acceptance editor and open it in the edit view right away. |
Assign SR |
Enables you to assign the Service Request to the solve group.
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To create and assign Service Request:
- Continue with the opened Call acceptance editor.
- Make the classification: Ticket Class = Service Request.
- Click Create + Edit Ticket.
The service request is created with a unique ticket number and opened in the editor.
- Click Assign SR.
Provide the recipient and assignment information.
Choose one of the available support groups which the ticket should be forwarded to.
- Click OK to complete the process.