3 Replies Latest reply: Apr 17, 2012 6:04 AM by Carl Wilson RSS

    Can you use scripts to help log information collected in an incident

    Rodney NameToUpdate

      We are in the process of creating a escalation process to move incident from a level 1 technician to a level 2.   As a result a level 1 is required to collect certain information prior to escalating the information.  Is it possible to use scripts to guide the technician through the questions and then have that information automatically recoreded in the incident.  What would be the best way to do this?

       

      Thanks,

       

      R Cooper

       

      Special Project/Technical Trainer