Service Bulletins in SmartCloud Control Desk 7.5.1
alucches 2700012QJC Visits (2558)
by Dao Nguyen
What if service desk agents were always informed about the latest information related to a ticket they are creating? If that were true, then they wouldn't need to investigate the cause of the problem, because they would already know what was wrong. This would allow them to resolve tickets faster or even avoid creating new tickets for known issues.
To keep service desk agents or self-service users informed of the latest news for a particular asset, configuration item, location, customer or classification during the creation of incidents or service requests, you can define service bulletins in SmartCloud Control Desk 7.5.1. Service bulletins help to avoid the creation of duplicate tickets, reduce problem determination times, and also provide the agent with important information for faster resolution of the issue.
Service bulletins are managed in the Bulletin Board application. You can configure service bulletins to appear in tickets, log-on bulletins in the Start Center, or both. For tickets, you can further define service bulletins to appear on all tickets or to appear conditionally based on ticket attributes, such as asset, configuration item, location, customer, classification or any combination.
Service bulletin examples
The following service bulletin is defined to appear based on an asset: “Email Server AX1001 is offline due to scheduled maintenance. Expected service restoration is 02/15/2013 9AM Eastern.” When the service desk agent creates a new ticket and selects the Email Server AX1001 asset, the service bulletin is displayed. The service agent might decide not to open the ticket or might link the ticket to a known global issue without further investigation.
The following service bulletin is defined to conditionally appear based on the combination of asset and customer: “Customer A has terminated the support contract for Billing Application on 02/01/2013.” When the service desk agent creates a new ticket and selects the Billing Application configuration item and customer A, the service bulletin is displayed. The service desk agent can request that the customer renew the contract.
The following service bulletin is defined to conditionally appear based on one or more locations: “Building 500 and Building 201 power outage this weekend 2/12/2013.” When the service desk agent creates a new ticket and selects either building 500 or building 201, the service bulletin is displayed. The service desk agent might decide not to open the ticket.
The service bulletins are displayed in a popup dialog box in incidents and service requests. You can configure your environment to have the service bulletin appear or not appear in this popup dialog box. You can view the service bulletins for a ticket at any time by clicking on the New Service Bulletins icon. The popup dialog box shows all the messages that match the ticket attributes.
To communicate critical issues to self-service users, you can also configure your environment to display service bulletins in the Self Service Center when a service request is created.
For more information about how to manage and configure service bulletins, reference the "Managing service bulletin messages" information in the SmartCloud Control Desk Information Center.