Alert for open incidents
We have recently implemented Service Desk and would like to know if is possible to create an alert flag if there is already an open incident for either a contact or an asset. Here are a couple of examples:
1. A user reports a problem with an asset. The Service Desk worker opens a new incident under the contact and finds the asset. Unknown to the worker, a tech has already opened an incident on that asset but because there is no alert, a second incident is created for the same issue regarding the same asset.
2. A user is calling a second time on an issue but does not notifiy the SD worker that an incident has already been opened. A second incident is created.
The second incident could be avoided if there was an alert of some kind that flags either the contact or the asset regarding any existing open incidents.
Currently the only way we know to do this is to do a find on both the contact and the asset. Is there any way to alert the Service Desk worker to an already opened incident about the contact or asset without doing a "find"?
Thanks for any help!
Validation rule
Hi!
You can use validation rules to avoid double incidents.
At first, you shoud indentify those parameters that will be tracked and show you a duplication.
It's asset, category and impact, I belive.
Then you set rules that will find all not closed similar incidents.
Maybe it's a rough solution, but it takes time to make it run smooth.
THT
Cheers.
Possible workflow solution.
You could also try to rework your workflow in a way that the incidents go to a Location Queue first then a technician takes ownership of the incident. This way it reduces milage etc. We have certain technicians assigned to specific locations by week. The schedule is rotated so that there is no feelings of unfairness.
Software solution
HI Greg,
U can design software in VB which will give you alerts after predetrmined time.
When u will open call it will give you pop up after predetermined time
I Agree with JMoreno28 you
I Agree with JMoreno28 you should first re create your workflow so that incidents would not be duplicated and they can be handled real time.Or in case it happens am not so sure with Service Desk but with Altiris we can link incidents so incase multiple callers would be reporting an issue there would be a master ticket.
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