Incident - Service Linking

Use case scenario: It is possible to link a Service to an Incident being created during the incoming call.

The following actions are involved in the process:

Accept Call

The action calls a Call Acceptance dialog which is the main starting point of the Incident creation.

By default, this particular action is related to all of the Business Views except for the End User Business View. In this case, the action is coupled with the Call Center Agent Business View.

Assign

Allows you to assign the corresponding service to the ticket from the Services reference catalog.

To link a Service to an Incident:

Start the Accept Call action.
The view for accepting a call opens in the workspace.
Determine the caller (a person / end user).
In the Service reference catalog, all services available for the caller ('Requested by') are shown (if there are any).
First create a ticket shorttext and description.
Select and assign the corresponding service from the Services reference catalog.
Alternatively, you can can also search for and assign a service in the 'Service' field in the 'Call Acceptance' editor.
Complete the Incident creation and proceed in a usual way with the Incident processing.
If you open the newly created Incident from the Incident catalog, you can find and edit the linked service on the Reported / Requested for tab of the Incident Editor.

Note: If the linked Service contains Response time and/or Resolution time service parameters, the corresponding settings are made to the Response Duration and Planned Duration ticket attributes. If it doesn't contain those parameters, the duration times are set in the usual way.