REQUEST MANAGEMENT

44) what are the different ways to mark "first response" in a request?

Different ways to mark first response -

1. Sending an email response from the portal.

2. When adding a Note to the ticket.

3. Adding a worklog to the ticket.

45) When do you "link requests" and when do you set "dependency" in requests?

Dependency in requests -

When we have a few tickets to be completed before a parent ticket can be completed,
we mark dependency. One ticket can be marked as dependent on a few tickets and only
after they are all completed, the parent one can be completed.

In scenarios like on boarding where multiple tickets are created for different
groups to work. Once the work is completed on the child tickets, the parent ticket
can be completed.

Linking Requests -

We can use this option to link similar tickets where a same issue reported by
different users is handed. Adding Notes, Resolutions, and Worklogs can be made to
reflect on the Linked tickets. Ticket from where the link is created is called the
Linked ticket and the ticket that gets linked are the referenced tickets.

Closing or reopening of the linked tickets are independent to the ticket and do not
reflect between them.

46) when do you "link requests" and when do you "merge" requests?

Incident or service requests are duplicated when users log their requests through
both email and phone call, and by other events. With this feature, you can merge
duplicated requests from a requester. (Duplicated requests of the same user -
MERGE)

We can use this option to link similar tickets where a same issue reported by
different users is handed. (Same issue with different users -LINK)

47) when you link requests, what are the details that can be copied from the source
request to all the linked requests?

Adding Notes, Resolutions, and Worklogs can be made to reflect on the Linked
tickets

48) when a request is shared with a requester/technician, what will be the level of
permission that the shared user will have? Can he just view or can he even
modify/delete the request?

Ticket shared with Technician -

Viewing or editing the shared ticket depends on the Roles provided to the
Technician with whom the Request is shared
Ticket shared with Requester -

Requesters can only view the shared Request and they cannot edit them.

49) When a request is created by user A, the technician would like to view the
tickets created in the past by the same user. how quickly/effectively can he do
this?

To see all the requests created by the requester of a ticket - Go to Actions in

Request details page and click on "View requests by requester" option.

50) I'm a technician who is been assigned a ticket related to 'Outlook login' and I
would like to take a look at the other requests created in the past to get an idea
on what steps were carried out to solve the issue. Is there an option within
'Requests' module to help the technician perform a search and bring the related
tickets without having to search with keywords under subject, description and other
request fields?

Yes, I can make use of adding tags to requests. Tags can be added under Actions >>
Add tag. In this example, for all the tickets that have an issue with Outlook are
added the tag as "Outlook", I can use the global search to search with this tag.
This will bring up all the tickets that has the tag as Outlook and help easily
identify the tickets with similar issues.

51) A request has been created with a wrong template and as a technician, I choose
the 'recommended template' option to get the request re-update with the correct
template. How does this option work?

A user creates a ticket with a wrong template and the technician knows there is a
dedicated template for the issue or service. They can choose the Actions >>
Recommend template option. They can select the recommended template and send an
email to the user. The email will have a link in it and the user when clicks on it
will be redirected to the ticket edit page to update the correct template. The
template recommended by the technician will be auto-populated in the template drop-
down

52) To have a "Continuity Improvement Plan" in my organization, what is the best

practice that I would suggest to the customer? (clue: to identify the frequently
reported issues for a particular time period so that they can be addressed for a
permanent solution and thereby help in reducing the count of request creation
related to that issue)

We can suggest the customer to run/schedule reports based on Category, Subcategory,

Items, the tickets handled in each Group, and the template with which tickets are
frequently logged. These will help us identify the most frequent type of issues
that are reported. By getting these reports at regular intervals, help us narrow
down the area of improvement to reduce the inflow of tickets.

53) What are the different ways for an approver to take part in an approval action?
I can think of 8+ ways!

1. Take approval action with the link in notification.

2. By accessing the pending approvals from the My Approvals widget in the home
page.

3. Sending an email response to the notification(Zia Configuration).

4. Mobile Application
5. Getting into the ticket and approving from the Approvals tab.

6. Teams

7. Zia Bot

54) Technician fixes an issue and resolves the request. The end user is being
notified of the ticket being resolved and replies to the notification appreciating
the technician's efforts which in turn "re-opens" the ticket. How to handle such a
scenario and stop the request form being re-opened if the reply was only to
appreciate the technician?

Stop reopening ticket when a Thanks or appreciation is sent - Use Zia

Configuration to read the response to not reopen tickets.

55) What are the different actions performed in the request that would update the
"Last Updated time" field on the request?

Last Updated Time -

When any fields are updated in a ticket by the technician.

When a technician responds to a ticket from the portal.

When adding a note to a ticket

When a change in ticket happens due to BR/Custom Actions like triggers.