Capturing an Incident or Service Request

Capturing a Ticket inside the Incident/Request Management means taking responsibility for attending it or contributing to its solution.

Before getting started

It is a prerequisite to have at least one ticket available and opened, in order to capture it inside the Incident/Request Management.

It is necessary to have the permissions to view, capture, and perform possible actions within the Incident or Request.

Procedure

Access the menu Processes > Ticket Management > Ticket(Incident or Service Request) > Open;
Clicking once on the Incident or Request you want to attend will open the actions and selecting the "Open" button will open it. Double-clicking will directly open it.
If the system identifies that the executing user is linked to more than one group that could promote the conclusion of that ticket, the system displays an interface for the user to identify the group that will perform the task.

Business Rule

It is not possible to capture a task without the proper permissions.
It is not possible to capture a task once it has been captured by another user.
It is not possible to capture a finished task.
If there is only one execution group, it must be set automatically.
If there is more than one execution group, the user must inform it.
Apply the executor group to the executor_group_id field ;
Update captureControlRequest with the correct executor group;
During approval tasks, the system will verify:

If the flow design contains the approval group expression, this group is already informed during activities design, therefore the system should assign the group automatically.
If there is more than one group, the system will ask the user which group will perform the approval.

Troubleshooting when including more than one group in the flow.

⚠️ Attention!

If a user has permissions in two or more groups for the assigned task, the system might not be able to identify which group should be acting, and might randomly pick from one of the available groups.

To avoid this problem, it is necessary to follow the procedure described below. This way, the system will show a pop-up window so the user can select which group will perform the task.

It should be saved on the ItemWorkFlow table :

The id of the person who captured the ticket.
The groupid that performed the task.

2. Update the capturecontrolservicerequest table, in order to register properly the groups which already performed the task. In case of delegation, the system removes the assignments and moves them to other groups and users;

3. Create a script to update this field;

4. Discontinue the currentgroupid field on the database;

5. Warn support technicians, clients, and everyone involved that the currentgroupid was discontinued and will be no longer supported.

Impact:

If parameter 452 (Continue on the ticket screen after saving?) is active, the ticket is assigned automatically:

This case needs to be verified, and before capturing the tickets it is required to follow the process (above) and inform which group.

Table:

bpm_itemworkFlow - executor_group_id , currentresponsibleid

capturecontrolservicerequest

Incident or Service Request Information

After the Incident or Request is opened, the system will retrieve the Incident or Service Request information.

Fields

Field	Description
Activity	The activity that is chosen by the requester;
Contact's Origin	Service Desk, Email, Facebook, Twitter among others
Contract	Contracts linked to the portfolio;
Description	Auxiliary text that is written by the end-user;
E-mail	Add an e-mail for the requester
Impact	Impact of the activity;
Portfolio	The portfolios that are chosen by the requester;
Requester	Name of the requester (can be searchable with %%)
Requester History	Requester’s history with No. of calls, Calls resolved on time, Delayed calls, Calls still open, Calls running and delayed, and the Level of Satisfaction.
Send E-mail	Select which types of email the user will receive;
Service	The service selected by the requester;
Unit	Unit of the requester
Urgency	The urgency of the activity

Capturing the Incident or Service Request

To become responsible for the Incident or Request, click on the option "Assign Ticket" which you can find in the top menu bar.

Item	Description
Assignment	The person responsible for the Incident or Service Request
Attachments	View the existing attachment(s) or attach a new object
Back	Back to the Service Desk list of Tickets
Current Group	The group responsible for the solution
Knowledge	Appears when there is knowledge linked to the current step of the flow
Layout	Enables page layout editing (30% - 70%, 50% - 50% and 100%)
Limit Time	Date and time limit for attendance
Number	Incident or Service Request identifier
Scripts	Show scripts to attend the service
SLA	Total time for resolution
Task	Step of the service flow
View Flow	Show the service flow

🖊 Note:

If the ticket is not captured, the current group field will show the same group listed on the ticket screen.
If the ticket is captured, the agent must pick the executor group and it will be shown on the current group field

Ticket Options

In the options, we have:

Option	Description
Assign Ticket	Use it to become responsible for the Incident or Service Request
Change SLA	Change the SLA assigned to the Incident or Service Request
Create Related Ticket	Link a related Incident or Request for the attendance
Create sub-ticket	Create a sub Incident or Request for the attendance
Delegate	Delegate the Incident or Service Request to another attendant
Print	Print the Incident or Request Information
Reclassify	Change the Portfolio/Service/Activity of the Incident or Request
Schedule Activity	Can schedule an Activity for the Incident or Request
Suspend	Suspend (pause) the time of attendance for the Incident or Service Request

Attending an Incident or Service Request

The effective start of the attendance occurs when the right Team captures the Incident or Request or when the Service Desk team forwards it to the right area.

Analysts are provided with several features to attend a ticket, such as: Adding comments, Reviewing the ticket's History, Sending an e-mail Notification to the requester, and posting the time used to attend it.

Add Comments/See History

The user can write a comment and perform the following actions

Option	Description
Add	Add the Comment to the Incident or Request
Cancel	Cancel the Comment
Comments	Area to make comments to people who access this ticket. Text in here can be formatted.
History	See the Incident or Service Request history
Post hours	Possibility to inform the hours spent on a task
Public	By marking this the requester will be able to read the Comment. If this is left unmarked, the comment will only be visible by the team attending it
Send E-mail	Mark to send the Comment in an e-mail

It is possible to view and interact with all comments made within the ticket (Edit - Delete - Reply the comment).

Another option for commenting and viewing comments is through the Quick Search on the Service Desk Interface.

To access this functionality go to the menu Processes > Ticket Management > Ticket;
Click on "Search here" and enable the "Tickets with comment permission" option;
The system will then, turn the "Number" field, as mandatory to perform the search, where you will enter the ticket number you wish to comment on. After entering the number, click on "Search";
The system will return in the list the ticket you entered previously. Click once on it to present the options available for that ticket. One of the options presented for this ticket will be "View and Comment";
When clicking on "View and Comment", the system will open the ticket in preview mode. Without the possibility of viewing any attachments on the ticket, you can create and view only the comments on that ticket;
After adding the comment, close the ticket preview page.

🖊 Note:

For this functionality to work, enable the following parameter and permission:

Enable the parameter: 298 - Display the occurrences of the Ticket (Values: "Y" or "N" Default: "N").
Enable Comment permission on the Group screen.

Assignment and Action

You can :

Direct tickets to another group (identifying the group that will be directed within the flow), Or
Take actions (the actions are defined by the Service flow and will appear only if the flow step directly to it)

Defining Status (changed from Situation) of the Incident or Service Request

Field	Description
Situation	The situation for the Incident or Request (Registered/In Progress, Solved or Canceled)

Status – Status of Incident or Request:

Registered/In Progress – The ticket is not ready to be closed;
Solved – Inform a solution to finish the ticket;
Canceled – Justify why the activity is being canceled;

Linking Additional Items

Access the small black Arrow button on the upper right side of the screen, below the menu bar, to perform the desired functions.

Function	Description
Create	related ticket Link a related Incident or Request to the ticket
Create sub-ticket	View or Create a Sub Incident or Request for the ticket
E-mail reading	Allows the attendant to search and read e-mails related to the ticket
Knowledge	Allows the attendant to search and link Knowledge to the Incident or Service Request
Project	Allows the attendant to search and link a Project to the Incident or Request
Schedule	Allows the attendant to schedule an Activity for the Incident or Request
Workarounds	View and maintain Workarounds related to this Incident or Request

Saving

At the end of the page, you will find a floating button with the functions of:

Function	Description
Back	To get back to the Service Desk list of tickets
Save	To save the Incident or Request and create the number for tracking and monitoring
Save and Submit	To save the Incident or Request, create the number for tracking and monitoring and follow forward on the service flow