I am wondering if SDP has any decision tree features? Maybe they use a different terminology or something. Looking for something that if a requestor reports an issue and the tech begins working the ticket, as they are troubleshooting, they have an active and ever expanding checklist based on answers provided and it provides additional steps or actions.  Example, requestor reports no power on computer, the tech is then presented with did you check to see if the power cord is plugged into the wall, if the answer is yes, give more options like did you hit the power button, do you know the wall socket has power by plugging in a known working device, etc.  If the answer is no, plug in the cord and try again. This also can be used as a checklist to confirm all basic steps and information is gathered before escalating to another department. We would get way more elaborate then power issues, but that's the idea.