Example of a service request business process |
  
|
Example of a service request business process |
|
A workflow process can be created to handle service requests. An enterprise uses the software for service desk functions. The enterprise has designed a workflow process that guides a service desk agent through the initial steps of the record management process.
When a service desk agent takes an incoming telephone call, the agent creates a service request ticket to record the interaction. The enterprise has configured the database to require the agent to record the name of the caller and telephone number. The agent also must type a short description of the service request. For example, a request for information, maintenance, and a classification for the service request. Depending on the type of service request, the agent also might type information about the asset or the location.
When the agent saves the service request ticket, its submition starts the service request workflow process. The Ticket Form opens with the following options:
❑ I must type additional information regarding this service request.
❑ I must type information about tickets or work orders related to this service request.
❑ I must make an entry in the Work Log or Communications Log.
❑ I have completed data entry for this ticket.
Depend on the Equipment Type, Service ticket will be routed to the specialist, who responsible for this type of equipment.
When the specialist finishes the support, depend on the ticket type is warranty or not, a task will be raise at account manager to inform customer about the cost of service.