We have been using ServiceDesk for a while but are still a little new at getting the process correct for managing a job from start to finish.

at the moment, a case comes into our unassigned cases, an engineer picks up a case and does the actual work. They then goe back and fills out a work log at the point of closing and resolving the case.

Is this the best method for working on a case?

Can someone give me some examples of how your technicians process jobs within your company? I just want to make sure we are processing the jobs correctly.