Service Desk - Quick Issues

Our agents log a lot of routine issues such as password and profile resets, file recovery etc. 

Ideally, in a perfect world, we would click a button, all required fields would be pre-populated (summary, request type / customer type and some custom fields) - all we would have to do is update the reporter and click create. 

This would then create an issue at the resolved/done status. 

Has anyone come across an add-on or solution to do a similar thing? 

Thanks

1 comment

Jack Brickey Community Champion Oct 04, 2017

you should be able to do this by using a combo of default values and automation rules. It all depends on the details but expect you can get 95% of the way there if not 100%.

Thanks Jack - we're close, but not close enough for our agents. 

We have a specific 'quick call' issue type which has it's own workflow with post triggers to assign the issue to the creator and automation to transition the issue to resolved.

So all they have to do is fill in a summary, description and reporter, click create and it's done. 

It would be even more effective if they could select the type of request in the create screen which populates the summary and description. 

Cheers

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