Working in IT I am very familiar with the difference between incidents and services but many of our end users are not. When you arrive at the landing pages you see the links for report an issue and request services from an one of the teams
Most users see the button for IT and just go there, Therefore defaulting to service much more than incidents.
Is there any advise on supporting end users to log them right in the first instance rather than engineers spending loads of times correcting tickets
+9I aways go with Incident = “something is broken” and Service Request = “I need something”
I aways go with Incident = “something is broken” and Service Request = “I need something”
Thanks, we have explained it some but it does get ignored. We have a high turnover of staff and so the message doesn’t alway get through.
What i see from users is that they ignore the report an issue function because they know want support from IT and so select that Workspace which takes them to the reeuest function.
Other areas don’t use report an issue much becuase they are not experienced with ITIL so have put all tickets in their workspace
+9I mean I change the name of the title from :report an issue” to “Something is broken”
so in your example I would say “Something is broken” and then “I need something from HR”, “I need something from IT” etc
If possible, take a few minutes with new hires to show them the portal and guide them on what you’d like the process to be when they need help with something broken or need something ‘new’.
If not practical, you could find a way to automate emails to new hires about Help Desk Ticketing, or include some guidance in the User Invitation or User Activation email notification templates within FreshService.
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