Words and Phrases
Service Desk workflows and user tasks
Every user contact with the Service Desk is logged in an interaction record. User Interaction Management is the process for handling all interactions with the service desk that are received from self-service webpages or directly from service desk personnel. This process streamlines service desk activities, thereby decreasing the workload for second line support teams.
In an out-of-box system, depending on the interaction categories, different fulfillment processes are triggered to help fulfill the user requests. Only the interactions that are in the "complaint" or "compliment" categories are handled in the Service Desk module. The following table describes the categories and their corresponding processes in the out-of-box system.
|
Interaction category |
Workflow |
Fulfillment process to be triggered |
|---|---|---|
|
incident |
Streamlined Service Desk |
Incident Management |
|
request for information |
Streamlined Service Desk |
Request Fulfillment |
|
problem |
Streamlined Service Desk |
Problem Management |
|
service request |
Streamlined Service Desk |
Request Fulfillment |
|
request for administration |
Streamlined Service Desk |
Request Fulfillment |
|
request for change |
Streamlined Service Desk |
Change Management |
|
service catalog |
Streamlined Service Catalog |
Service Catalog (Request a service catalog item or bundle) After you order an item or bundle, based on the connector definition of the ordered item or bundle, one or more fulfillment records are created and linked to the interaction. |
|
support catalog |
Streamlined Service Desk |
Support Catalog (Request a non-cart item) After you order a support catalog item, based on the connector definition of the ordered item, a fulfillment record is created and linked to the interaction. |
|
complaint |
Streamlined Complaint or Compliment |
Complaint process (the "Streamlined Complaint or Compliment" workflow) in Service Desk. |
|
compliment |
Streamlined Complaint or Compliment |
Compliment process (the "Streamlined Complaint or Compliment" workflow) in Service Desk |
For the categories that are associated with the "Streamlined Service Desk" or "Streamlined Service Catalog" workflow, when the fulfillment process is triggered, a fulfillment record is created and linked to the original interaction. When the fulfillment record is closed, the corresponding interaction record is also closed automatically.
For the complaint and compliment categories, the "Streamlined Complaint or Compliment" workflow is provided so that the interactions in these categories can be handled appropriately in the Service Desk module without triggering a fulfillment process.
-
Streamlined Service Desk
The Streamlined Service Desk workflow handles interactions in the following categories and triggers corresponding fulfillment processes:
- incident
- request for information
- problem
- service request
- request for administration
- request for change
-
support catalog
-
Streamlined Service Catalog
The Streamlined Service Catalog workflow handles service catalog requests. After you order a service catalog item, based on the connector definition of the ordered item, one or more fulfillment records are created and linked to the interaction.
-
Streamlined Complaint or Compliment
The Streamlined Complaint or Compliment workflow handles user complaints and compliments.
To view more workflow diagrams and other information about the Service Desk process, refer to Process Designer Best Practices that is linked to in the related topics.
Related topics
