Configurable Actions

Using Description Templates to Standardise Incident/Action Descriptions

Ever been assigned an Incident to resolve, only to find that you have to return to the customer to ask for details that should have been collected when the fault was logged?

Or have you ever looked through the history of an Incident and been baffled by monosyllabic comments describing what was done and how it was resolved.

Low quality descriptions are a bugbear of Helpdesks/Service Desks, wasting time and preventing lessons being learned.

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