Automatic updates of Service Desk records

When a Service Desk interaction record is related to a change, incident, problem or request record, the status of the interaction record and certain activities in the activity log may be updated by the related change, incident, problem or request record.

Activity logs are copied from the related record to an interaction only when the activity is customer visible. You can identify where an activity originated by the following designations in the activity log of the Service Desk interaction:

Origins of activity logs
Originating module: Logged as

Incident

Incident change
Service Request Request change
Change RFC change
Problem Problem change

The following tables describe the when the status updates occur.

Note The arrow indicates the direction of the change in status.  During the initial instantiation of the related record, the Service Desk interaction record triggers the corresponding related change, incident, problem or request record and that record is set to the corresponding initial status. Thereafter, the direction is reversed. When you modify the related record, the Service Desk interaction is modified. For example, when you set a related incident to "Resolved," the status of the interaction also changes to "Resolved."

Service Desk/Incident Management

    Interaction

Direction

Incident

Dispatched

->

Categorize (Initial status)

Callback or Closed

<-

Closed

Resolved

<-

Resolved

 

Service Desk/Request Fulfillment

Interaction

Direction

Request

Dispatched

->

Open (Initial status)

Callback or Closed

<-

Closed

Resolved

<-

Fulfilled

 

Service Desk/Problem Management

Interaction

Direction

Problem

Dispatched

->

Categorize (Initial status)

Callback or Closed

<-

Closed

 

Service Desk/Change Management

Interaction

Direction

Change (phase based)

Dispatched

->

Registration and Categorization (initial phase)

Resolved

<-

Post Implementation Review

Callback or Closed

<-

Closure