Hi,
I need to allow my service desk users to process requests. The have structured request like Hardware > Printer > Repair. OR New > partner
I thought of using multilevel categorization for that.
The issue is each request should have multiple steps.
Like a new partner >
Step 1 enter request
Step 2. Process partner receipt
Step 3. .....
Each step could be an activity for example.
Question: is it possible to pre-create these steps based on a template. The idea is that a user uses multilevel categorisation and that this way a template is selected. With this template the multiple activities "Steps" should be created.
How can i visible attach these activities to my service request?
I'm i miss using multilev cat. or should I implement this with case management and not service requests.
The steps should have status management and it should be possible to make reporting on it. ( therefore I didn't pick the survey )
Any suggestions are welcome.