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SCSM Request User Input

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To resolve a customer issue or incident, the service desk may be required to reach out and ask the affected user for further information.

Within Service Manager, Service Requests do not allow support analysts to do this. Statistically, 70% of tickets in Service Desks relate to service requests. Incident Management allows the analyst to click on a 'task' which states 'Request User Input'. This task opens a form which is emailed directly to the affected user but with NO email template.

Cased Dimensions 'Request User Input' introduces a 'tick box' on the Service Request and Incident Management forms - situated next to the 'Private' tick box above 'log' on each work item form (see example below):

SCSM Request User Input

If this tick box is selected, the text written in the 'log' of the work item is emailed to the 'affected user' inside an 'email template'.

The benefits of this management pack are:

  • — Consistent and easy way for analysts to email affected users for additional input for Incident, Service Request and Change work items
  • — Integrated with email templates ensuring language structure for email is consistent and service desk aligned when communicating with employees

To find out more about this product, you can watch our demo video or you can get in touch with us.







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