Posted: Sun Feb 18, 2007 11:03 am Post subject: User calls for status
We have a policy that all calls to the Service Desk must be logged in the ticket tracking tool. When a user calls to ask what is the status of their incident or service request, we currently log that call as a service request (status update), also we make a note in the original ticket to document that the user has called for a status report.
This seems like double work. Isn't there a better way to track these calls, without creating a new ticket?
Well it seems more logical to create a field for each incident that will be used to track the users' requests for update. I assume the number of status requests originated by the end users is used as a KPI in your case, and your Service Desk is accountable for keeping the end user updated.
In our environment if the end user is enquiring about an open incident we look up the reference for that incident and add a note to it accordingly detailing what feedback has been given.
To me it makes no sense to log a separate request for a status update as it isn't a genuine service request. It's a 'I raised this incident and as noone has communicated back to me about the status, I need to chase and find out for myself'.
As Ziad said, you could then report on the status update requests against incidents to use as an indicator of how well your service desk is communicating with end users.
Posted: Mon Feb 19, 2007 5:04 am Post subject: Thanks!
Thanks for you advice. Good points.
Yes, we are tracking the status update requests, that's why we're logging them as new tickets. But, I agree, it doesn't make sense. We just need a way to count them in the total number user contacts, without creating a new ticket. And, it makes sense to link these requests to the incident in question, so that we can determine whether there is a problem with a particular individual or group's user communication.
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