Question
I am unsure how to log a call, what is the difference between a 'Service Request' and an 'Incident'?
When logging a call, you will now be presented with the option to log a 'Service Request' or 'Incident'.
Incident: Log an incident if you have a problem or something is broken or there is a disruption in the service.
Service Request: Log a service request to request information or access to a service.
Examples of Service Requests and Incidents
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Incident |
Service Request |
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My laptop won’t turn on |
I need to order new equipment |
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I can’t log in to Rio |
I need to amend an existing team/clinic on Rio |
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My smartcard is not working |
I have forgotten my pin for my smartcard, can it please be reset |
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I can’t hear anyone when using MS Teams |
My access rights on SystmOne are incorrect please change these |
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I can’t access the internet |
I need to create a new G Drive |
|
My PC is running slow |
I need to create a new user account |
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My iPad/iPhone is not turning on |
I need to allocate an iPad/iPhone to me |
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