Follow-up Functionality
Our Service-Desk gets a lot of follow-up calls regarding existing incidents or requests. It would be great if there was a UI Button / Action that can be pressed on an existing incident/request that generates a "Follow-up" incident/request. We try to marry up our numbers between ACD and Service-Now and we can't have our Service-Desk right now open a new request for every follow-up because then they would also need to update the original and it is just too time consuming.
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AdminMatt Beran (Admin, ServiceNow) commented
Now I get it.
I would metric the number of {comments to/from user} updates per hour, while the ticket is in an "Awaiting User Info" state.
There are probably a couple ways to do this, but it would include a new field that increments by one each time a message is sent or received.
Then use the metric plug-in to track the number of changes to that field during the ticket state...
I'm just brainstorming here, and you may have some discrepancies in your instance that don't apply, or help in this situation too...
If this is an unacceptable solution, I think your newest comments will give Service-now the information they need to determine the request. So feel free to keep it open.
If this is an acceptable solution, let me know and I'll delete the topic!
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Elad Shapiro commented
Matt we currently put the comment in the work notes field. How would you track how many follow-ups there were by ITIL person per day/week/month/etc.?
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AdminMatt Beran (Admin, ServiceNow) commented
I would add that to "Work Notes" in the ticket... "Customer called to confirm/check status"
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Elad Shapiro commented
Simply said customer calls and placed a service request. Call ends service request enters queue of requests. 30 minutes pass and customer calls back. Service-Desk states service request has not been assigned to anyone yet. How do we log this action so that it is reportable?
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AdminMatt Beran (Admin, ServiceNow) commented
So what I'm hearing you say is that you have people closing tickets, and not following up with end-user?
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Elad Shapiro commented
Matt we have 1 and 2 already in place. Culturally we do follow up as IT Techs however sometimes a request is not addressed with the perceived non-existent SLA and the user calls to follow-up and get an update. We need to track the follow-up with the call as we need to marry ACD to tickets. As for paper tickets I really don't know what to say. No one uses an ACD and a paper based ticketing system.
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AdminMatt Beran (Admin, ServiceNow) commented
A few things come to mind:
1) turn on survey functionality, it makes responses to closed/resolved tickets easy and meaningful.
2) Turn on auto-outgoing e-mails when tickets are marked as either resolved or closed.
3) Change your actions culturally (instruct and exemplify perfect follow-up examples to I.T. agents and leaders).
4) Imagine you were using paper tickets, how would you track it?I'm playing devil's advocate to some extent, but we're already doing 2 and 3, and looking to implement number 1.
Have you opened a hi ticket associated with this suggestion?