|
|
|
|
Stages are designed to model the flow of work a business performs to process support issues. They are defined by desk definition. One stage is defined as a Begin stage and multiple stages can be defined as an End stage. There are usually several Middle stages.
Stages are sequenced by selecting one or more "to" stages. The sequence of stages is user-defined. It depends on the policies defined by the service organization and the judgments of individual users using the system. A sequence of stages is graphically represented by the View tab within a desk definition.
An event procedure runs as soon as a ticket transitions from one stage to the next. A scheduled procedure, such as an escalation procedure, is triggered to run based on how long a ticket remains in a stage. For example, escalation procedures typically run when a ticket has remained too long in a stage, instead of being resolved and moved to another stage.
When a desk definition is created, stage sequences are populated by the template used to create the desk definition. Once a desk definition is created based on a template, these default stages can be modified to suit your business requirements.
Adding / Editing a Stage
Click New to add a new stage or select a stage and click Edit to edit a stage. You can also double-click a stage to edit it.
There are two tabs in a stage dialog.
Processing > Stage > General Info tab
Enter the following attributes:
Begin - The first stage in the life cycle of a response to an ticket. You can only have one Begin stage.Middle - An interim stage. End - The last stage. You can have multiple End stages.Recommendation: If you're creating an entirely new sequence of stages, create Middle stages from an End stage back to the Begin stage. This enables you select the appropriate To Stages at the same time you create each stage.
Processing > Stage > Procedures tab