I have been tasked with improving our LANDesk processes. Currently, my company is growing very fast, and with a change of our major EHR certain teams are being swamped with requests for new accounts, and other similar requests. I have been asked if we can use LANDesk to simply some of these requests by automating some of the procedures.
I have an idea that would use LANDesk processes to automate many of the notifications that take many of the analysts a lot of wasted time because they have to do simple tasks like email customers managers and verify things are needed. I have realized we could use LANDesk to simply a lot of these issues, but I'm not sure if my idea would work with LANDesk. Here is my question:
Can we jump from process to process module during ticket creation. In my head it works like this, customers call the helpdesk, and each new ticket starts in the "Call Management" module. Here, the helpdesk analyst gathers basic information, and gathers an understanding of the issue. Depending on the issue (request, incident, or problem) can we then take the information gather in the call and route from each process automatically/seamlessly? This would have to look flawless to the user, and while filling out the steps in the ticket, LANDesk would then know which process to follow, and how to automate steps along the way.
For example: user calls because they ahve a broken monitor. A broken monitor is an incident - break fix (only one user affected, one single incident). So while the process would start in call management, based on the category selected (break-fix) LANDesk would automatically know to switch to the incident management process, and from thee we can use the incident management process to start to automate some of the procedures. Likewise, a customer calls (starts in call management process) and says that there password no longer works (request) so during ticket creation the process automatically moves from call management to request management and follows the procedures in that process.
Does LANDesk work this way? Is this the intended use? This all takes into account that I can make it work myself 
but first I need to know if LANDesk is capable.