Service Request Management
In the following chapter you find a short introduction to Service Request Management, trouble ticket management system and its key features. For a better understanding what Service Request Management is and what it does, we first clarify the following question:
What is a trouble ticket? Trouble ticket is best described trough the analogy of a hospital patient medical record. As a patient goes through hospital care the record tracks the treatment the patient goes under. During the first visit the doctor creates a medical record. Each visit is an update to the patient health record which in its totality gives the complete picture about patient health to the treating doctors and other medical stuff. When the patient recovers and leaves the hospital, the record is closed and archived. Trouble tickets are similar to this medical record. It is created when a customer raises an issue about a product or service. As the responding agent is working on the solution, the agent records all work what’s done for the problem solution. This way the ticket holds the complete view about the problem and the status of the solution and is also a record of the agents work. The user of such system is able to handle different type of problems in an organised manner, to communicate with their clients in a more open and immediate way, which helps to greatly raise customer satisfaction.
Service Request Management helps you track and manage problems raised by your customers. The SRM provides functionality to register, list, manage trouble tickets.
It provides functionality through its customisable filter bar to use a more productive outlook and to aid the user’s workflow.
Filter the ticket list
The Service Request Management application is equipped with a customizable filter bar. By default, it displays five filter options (Customer, Queue, Service, Ticket type, Ticket state). This header can be custom tailored to your needs under the "Adapt Filters" menu. In addition to the basic filter set, you can apply filter options on all the ticket, the customer, the owner attributes.
Filters work automatically, so selecting a value in one of them makes the list adopt instantly.
Another filter options what you can apply to the ticket list is the “My tickets” and “All tickets” buttons. By pressing the “My tickets” or the “All tickets”, the list automatically displays tickets belonging to the logged in user, respectively all tickets the user has access to.
Register a new ticket
One of the core functionalities of the Service Request Management is to be able to register quickly and easily tickets. Here is how to do it:
To register a new ticket, simply go to the Service Request Management app’s main page then click on the “New Ticket” button.
The app will navigate to the ticket registration form. In order to save a ticket, fields marked with the red * must be filled with the required information.
Under “Description” you should fill in the details about the means of communications, how the problem was transmitted by the customer. You may also add a written description about the details of the problem.
In addition, under the Attachments tab, you have the possibility to upload and attach files. Go to the Attachment page, click on the "+" icon, select the file from your computer then click OK. There is a size limit for the uploaded file, which is 4 MB.
Edit an existing ticket
The ticket edit page is divided into several parts: in the top resides the life cycle manager and there are several sub divisions, that help manage the different operations related to a ticket.
Ticket: contains the ticket attributes. All fileds are editable, but in order to do so, you must click on the edit icon first.
Work log: generally, this tab contains all the work activity which has been taken place until now in order to solve the issue. In addition to provide an overview for all ticket related work is also a communicational form between customer and solution provider /agent. Ticket related activities should be recorded, so if an agent has worked on the issue, the record of that work activity must be entered appears here. Also, you want to record a reply to a certain work log entered by the customer you may do that here too. When you need to add another work activity record. Click on the tab, then press the "+" button. When the form appears, fill out at least the required fields, attach one or more files on your needs, then click OK.
Partner: contains details about the customer company and the customer user the ticket is registered to. The page is not editable, is here only for information purpose.
Time accounting: this page gathers all registered work time related to the currently examining ticket. No editing is possible, but is provided an option to export these work times into ans MS Excel file.