Handle Complaints

Part of Workflow(s): Complaint Handling (SO2.9)

Applies to User Roles: Service Desk Manager

The Service Desk Agent assigns an incident containing a user complaint to the Service Desk Group. When the incident is saved, it is automatically assigned to the Service Desk Manager. The Service Desk Manager reviews and accepts the incident to research and resolve the complaint.

To manage an incident based on a user complaint:

1. Click Incident Management > Incident Queue or view your To Do queue.
2. Click the open incident record and review the contents of the User complaint.
3. Click the list in the Status field and select Accepted.
   
   Note: Investigate the complaint by reviewing the relevant information and talking to the people involved.
4. When you have finished searching for an answer or solution to satisfy the user, select the Activities section to add notes in the Update field.
5. Click Fill in the Closure Code field to select an applicable code.
6. Enter the resolution in the Solution field and verify that the information is correct and complete.
7. Click Close Incident.
8. Click Save & Exit. The status changes to Closed.
   

Related topics

Incident Management overview
Alerts and escalation
Service Desk overview
Associating a Service Desk interaction with another application record
More Actions menu
Complaint Handling (SO2.9)