Because of no Incident (IR) or Service Request (SR) easy switch button and API for telco caller ID?
Our organization has about 400 staff working in a Cireson Service Portal at any given time. One of the things that continues to be brought up is an easy way to switch an IR work item to a SR work item. Because our Cireson Service Portal is accessible by about 15K employee's, often times work items get created incorrectly or just need to be changed based on how the service actually works or a misunderstanding of what the service should deliver. Long story short, we still need an easy way to switch an IR to an SR ticket or vice versa. Because we don't have this, we are either manually recreating a request, or the request continues on in an incorrect form and metrics are not accurate.
To date the best response I've got is some code patches that our system admin 'could' install to allow tickets to be switched IF they haven't been saved. This is not effective in most situations as the tickets have been saved. We literally just need a drop down menu that identifies if this is a Incident or a Service Request that can be modified after ticket creation. Similar to Category/Area.
Cireson Commnity, any help/suggestions on how I can mitigate this?
Has anyone done any work with APIs where telephone caller information is automatically brought into Cireson Service Portal? We have made a large investment in getting caller ID information accurate, seems we should be able to get this info directly into Cireson. Any thoughts
Thanks Cireson Community. Long time Cireson Portal customer. 😊