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Former Member

Business user choice: Incident ou Service Request?

We use Solution Manager ITSM as the primary (and only!) entry for tickets, created for the business user. They use the application directly, not using a call center.

With this strategy, we face a situation: the business user is unable to distinct between the concepts of incident or service request.

Is there a solution to converto an incident into a service request (vice versa)?

Is there an option at Solution Manager to determinate the kind of transaction (SMIN ou SMRQ) will be created according to multilevel categorization selection?

Another tips?

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