new to SDP (Cloud).
When new Service Requests come in they default to STATUS == OPEN. Our team then reviews if it's business impacting/critical. But they don't really mark the SR in any way other than adding a note.
So, being new to this, I was thinking of changing the STATUS field faults to be:
OPEN - NOT ASSESSED
OPEN - ASSESSED
OPEN - IN PROGRESS
OPEN - ON HOLD
IDK that this makes sense. Basically, I'm looking for a way to clearly identify what the status is of each ticket throughout the process from submittion (UNASSESSED) to completion.
UNASSESSED (OPEN)-->ASSESSED (OPEN NOT YET BEING WORKED ON) --> OPEN (BEING WORKED ON) -->OPEN (WORK STOPPAGE/PAUSE) -->CLOSED/COMPLETED.
I'm trying to get my crew to review all UNASSIGNED tickets and to at a minimum, triage/assess. They kinda do that. But there's no field that is ticked to indicate that EYES have been on the ticket, nor can we track WHO looked at it, nor what was the ASSESSMENT (PRIORITY/URGENCY).
Today, the team looks at ALL UNASSIGNED and they freak out. There's no indications that most of those tickets have already had an initial review.
Anyways, I've got a lot to do to start getting our SDP configured. It's bascially OOB and not being used optimially.
I'm beginning with trying to have my team each day assess ALL UNASSIGNED and at a minimum assess each request to look for BUSINESS CRITICALs. But I'd like to have the SR be marked in a way that indicates it was ASSESSED>
So that's where the STATUS field values may come into play.
How do you guys handle this scenario? What field would you use? Would you change the STATUS fields? Just leave it to OPEN/CLOSED and add a NEW field (perhaps a field called "STAGE" (UNASSESSED, ASSESSED, IN PROGRESS, ON HOLD, AWAITING PARTS, WORK COMPLETED"
Really could use some help in how to best handle this fundamental in SDP.