Service Desk - multi step issues

Hi there, 

I am working on setting up a business service desk for our legal, hr and marketing teams to provide a platform for users to place requests for the typical services these groups offer. 

Some services require the requester to initiate a form as part of placing a request, and then the processing team will also complete a form as part of fulfilling it. 

Is there a way to present different forms at different stages of a workflow?  I'd like to present the first form on request creation, and then present a second form to complete the fulfillment step.  The effect is to digitize a request process that is currently based on a paper form, where the two aspects are present on the same paper form currently (ie, HR complete fields in this section). 

Thank you all!

 

1 answer

1 vote

Yes, but only for your agents.  You can use "transition screens" in the workflow to prompt for more fields or updates to existing ones.

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