[Support] Problem Request Ticket Process

Steve_WrightSteve_Wright Cireson Support Advanced IT Monkey ✭✭✭
Hi there,

To provide more visibility on active and resolved issues in the support portal, we have introduced a PR ticket process.  Simply put, any incident tickets that are escalated for higher tier support will be raised as a Problem Request and made visible to a view. The affected incident is also attached to the problem as that analysts can follow up with customers and escalated support on progress of an incident/problem.

I put together a quick video to walk through what it looks like:



I'd love any feedback from Cireson Support Portal users on how this process can help.

Thanks,
 

Comments

  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    Very biased - but I'm a big fan of this.
  • Leigh_KildayLeigh_Kilday Member Ninja IT Monkey ✭✭✭✭
    edited November 2016
    We have built something similar in our environment, but for the ITSM toolset only. It has really helped reduce the questions we get for these problems.

    Our page uses a promoted view that filters on the related Business Service CI, but now I think I'll rebuild it as a dashboard page like Cireson's example so I can add other widgets.

    Nice work!
  • Steve_WrightSteve_Wright Cireson Support Advanced IT Monkey ✭✭✭
    Thanks for the feedback Leigh. The Dashboard page does introduce more options.
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