Dear All.
We are looking to streamline our Incident logging process. We would like to use a 3 step model and have this mirrored by Service Desk
1) Ask user's details and data quality check
2) determine incident and use templates as necessary
3) troubleshoot incident
Sounds straighforward but I'm struggling to get the Window design to work in that way.
e.g. before the SDAs know which template to use they need to know the type of issue that they are dealing with so the order is messed up from step one and the analyst will then have to back track to fill in the user details. There seem to be a few possibilities but I can't see that Service Desk can do any of them
Option 1:
Split the incident window into 2 sections. 1 to take the user's details and 2 to apply the relevant template to the incident section
Problems
I don't think that thtere is a way to apply a template and preserve data that has already been input onto the window
Option 2:
Split the incident window into 2 windows and make window 1 the users details and window 2, to the incident details
Problems
Can't see a way to separate the 2 windows and make them follow each other as part of a process. This would be on a single status of Open ideally but happy to hear more ideas
Hopefully working like a web site which moves from one window to another in sequence
Also need to apply a template for the 2nd window in the sequence
So maybe i'm over complicatng this as we could always ask the analysts to change the asking order but by the time the "What's wrong?" question has been asked and they are infor troubleshooting the data quality checking would not get the attention that it deserves
Thanks for your help
Jason