Currently the titles of our service catalogs give a generic name for what the incident is about. Our techs must then read the selections and descriptions to determine which tech should work the incident. If the "tag" box could be added to a variable and task workflow items then if the corresponding variable is requested the tag would auto-add to the incident, giving a quick visual for our techs to know that an incident is theirs to work on.
With this visual the tech that handles groupwise knows to work on setup for the access change and unlock the user that is unable to log in. Currently dispatchers add these tags manually when assigning work manually or making updates to the request. Ideally these tags would also be reportable.
|What problem will this feature solve?:|
Technicians can see at a glance if a service catalog includes work they need to work on rather than hovering to read the entirety of the incident. If the tags were reportable we could also give very accurate data regarding which areas need more personnel or additional training based on volume of incidents with those tags.