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Please use the following category to raise ideas for these offerings for all environments (traditional on-premises, containers, cloud):
Cloud Pak for Multicloud Management
Cloud Pak for Network Automation - incl Orchestration and Performance Management
Cloud Pak for Watson AIOps - incl Netcool Operations Management portfolio
Edge Application Manager
IBM Observability with Instana
ITM-APM Products - incl IBM Tivoli Monitoring v6 and Application Performance Monitoring v8
Workload Automation - incl Workload Scheduler
Tivoli System Automation - inc Tivoli System Automation Application Manager (SA AM), Tivoli System Automation for Multiplatforms (SA MP)
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.
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".
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