Reliable Reports using Quick Incidents

Text: Jeroen Silvius

Quickly resetting passwords or answering user questions – it’s these kinds of simple tasks that take up much of a service desk employee’s time. And because it usually takes more time to log these incidents than it does to complete them, such tasks are often not even registered. As understandable as this may be, valuable information is often lost as a result.

 

Gaining insight into the nature and recurrence of these types of short interruptions is valuable for creating reports. For example, you might want to see which employees need further training or perhaps you want to gain a clear picture of the service desk’s workload – an abundance of small incidents takes up more time than you think!

 

That is why many service desk employees want to register incidents even faster. TOPdesk version 4.2 enables you to reduce your registration time by using the comprehensive possibilities of standard solutions. With this version you can now directly create an incident from a standard solution. This allows you to further specify the call – you can even create incidents that have already been closed, simply by entering the name of the caller.

 

How does it work?

 

A one-off preparation:

1. Create a new standard solution (for example: ‘Resetting a password’). Fill in all the desired fields; in the ‘Status’ field, select the value with which incidents can be closed (for example, ‘Registered’).
2. Create a new selection for standard solutions with the status, as above. Then:
> Go to the ‘Selections’ block on the Incident
Management process page, and click on ‘More…’
> Click on the ‘Standard solution’ icon on the right-hand
side of the screen
> Click on ‘that…’ and select ‘Status’ under Planning
> Select the status with which the calls are closed
(‘Resolved’)
> Click on ‘Apply’ and save the selection as ‘Quick incidents’.
3. Add the selection to the Navigator: Go to the TOPdesk Navigator, click on the ‘Set up TOPdesk navigator’ icon and add the selection to the navigator.

 

When logging an incident:

1. Use the ‘Quick Incidents’ selection.
2. Open the relevant standard solution, ‘Resetting a
password’, for example.
3. Create a new incident from the standard solution
using the icon at the top of the card.
4. Fill in the caller’s name.
5. Save the incident.

 

 

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