Research has indicated a good percentage of traffic to the Service Desk is either repetitive or a slight variation of a common requests. These requests can be for day-to-day, monthly, quarterly or annual activities or for any specific projects. In a typical Service Desk environment Technicians & customers (end users) spend a lot of time in creating these requests.
Examples of such requests include “Unable to access email” or “Reset my password” or “Request for new hardware” or “Printer paper jam” etc.
Novell Service Desk’s “Quick Call” can make the whole process smoother & reduce the efforts of technicians/customers in creating such repetitive requests.
Quick Calls are pre-defined templates for commonly created requests. Supervisors can define Quick Call templates by populating the required fields - configuration item, process (Incident/Service Request/Problem/Change), SLAs, Workflows, Impact & assignee details.
And access privileges can be set for Technician’s, Partner’s and Customer’s use.
A technician or a customer can pick the required Quick Call from the list to create a request. On selecting the Quick Call, all the fields for the request are automatically filled as defined in the template by the supervisor. The customer/technician, may provide any additional information and submit.
Quick Calls Schedules: Supervisor can also define a schedule for repetitive requests for daily, monthly, quarterly or annual events to automatically create a request at a specified time and save time for technicians
A solution article from the Novell Service Desk knowledge base can also be assigned to a Quick Call template. On creating such requests, the solution for the request shall be presented to the creator immediately.
For certain common requests like when a“new employee” joins the organization, Service Desk needs to perform a set of activities such as “Creating an account”, “Setting up network & phone”, and “Setting up Hardware”. Rather than creating a separate request/Quick Call for each of these activities, Supervisors can group all these Quick Calls into a “Group Template”. They can also configure whether these requests need to be created in a sequence or can be created simultaneously.
Technicians or Customers can pick this pre-defined Quick Call Group template to create such requests (for "new employee"), and all tasks(Quickcalls) included in the template shall be created either simultaneously or one after the other based on the defined option.
Benefits to Technicians & Customers:
Enables to create common request in fewer clicks; most of the information is auto-populated
Consistent, standard look for similar requests; limited scope for human error
Improves efficiency by reducing the time in creating repetitive/common requests
Potential candidates for Quick call
Incidents: Cannot login, Unable to access email, Cannot connect to printer, Cannot connect to Wi-Fi network from mobile, VPN Slow connection, Printer Paper jam
Service Requests: Upgrade my Operating system, Reset password, Access to data center, Travel request, Request for stationary, Seat Movement, Request for hardware