Example of a service request business process
A workflow process can be created to handle service requests. An enterprise uses the software for service desk functions. The enterprise has designed a workflow process that guides a service desk agent through the initial steps of the record management process.
When a service desk agent takes an incoming telephone call, the agent creates a service request ticket to record the interaction. The enterprise requires the agent to record the name of the caller and telephone number. The agent also must type a short description of the service request. For example, a request for information, maintenance, and a classification for the service request. Depending on the type of service request, the agent also might type information about the asset or the location.
When the agent saves the service request ticket, the product starts the service request workflow process. The Manual Input window opens with the following options:
- I must type additional information regarding this service request.
- I must type information about tickets or work orders related to this service request.
- I must make an entry in the Work Log or Communications Log.
- I have completed data entry for this ticket.
If the agent requests to type more information, either the Service Request tab, the Related Records tab, or the Log tab display, depending on which option the agent selected. When the agent indicates the completion of data entry for a service request, the product evaluates the data on the record.
If the agent has not provided asset or location data, the Manual Input window displays the following options:
- Close ticket - informational call
- Close ticket - unauthorized caller
- Close ticket - misdirected call
- Take no action
If an asset or a location is specified on the record, the Manual Input window opens with the following options:
- Take Ownership of ticket (Take Ownership action)
- Assign Ownership of ticket (Assign Ownership action)
- Create Incident record (Create Incident action)
- Create Problem record (Create Problem action)
- Create Change work order for an IT asset. (Create Change action)
- Create Work Order for a non-IT asset. (Create Work Order action)
- Take no action on this ticket.
The following diagram illustrates one way that the preceding scenario might be mapped.
