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Status Future consideration
Workspace Control Desk
Created by Guest
Created on Jul 1, 2014

Enable Incident Entry in Self-Service-Portal

Currently when Incident are entered through the Self-Service-Portal, they result in a Service Reuqest ("Report Issue"). This makes it necessary for the Servicedesk to duplicate the tickets and close the originated Service Request. This again confuses the user who entered the Service Request and now gets informed that this Service Request has been closed, even that it is not already closed but duplicated into an Incident. Users are able to distinguish between Requests and Incidents, and the small amount of "wrong" types can be handled as planned by IBM. Another solution could be that no specific "type" is created but just a "ticket" going to the inbox of the servicedesk, who select if it's an incident or a Service Request.

Idea Priority High
Use Case
Employee X has an issue with his phone and would like to take advantage of the Self-Service-Portal. He selects "Report an Issue" and enters the necessery information. At the end he Submits the issue. On the other side, the servicedesk receives information about a newly entered ticket, opens this "service request" (as this is the current way when "Report an Issue" is selected) and creates an Incident out of this Service Request. Then the servicedesk closes the Service Request. The user gets multiple emails: "new service request opened", "new incident opened", "service request closed", and after resolving the issue, "incident closed".
RFE ID 55508
RFE URL
RFE Product IBM Control Desk
  • Guest
    Apr 12, 2019

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - Cloud
    Product family - Workload Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk

  • Guest
    Jul 31, 2018

    This is a lacking feature that all of our customers request when enabling Self Service. Would be very appreciated if this gets into the final product.

  • Guest
    Oct 10, 2015

    Due to processing by IBM, this request was reassigned to have the following updated attributes:
    Brand - WebSphere
    Product family - ITSM Automation and Control Desk
    Product - IBM Control Desk

    For recording keeping, the previous attributes were:
    Brand - Tivoli
    Product family - Asset Management
    Product - IBM Control Desk

  • Guest
    Jul 1, 2014

    I see value in potentially having a holding Ticket class for the self submitted requests and then an agent determining the actual class to use (SR or INCIDENT), as other help desk systems do this already, but I definitely don't want end users being able to send in Incidents directly as their idea of an incident is often different than what's been established (IE them forgetting their password is not an incident that goes against our SLA, their application being down is).

    I think if a holding ticket class isn't an option and you choose to enable self service users to create incidents, then it needs to be configurable similar to the other options on self service portal so it can be turned off (or ideally, turned on when needed but off by default).