A decision tree takes you step-by-step through a questionnaire, and, based on
your answers, completes part of the form for a new incident. Each element in
the decision tree displays a list of items. Your final selection completes part
of the incident.
Scripts are detailed instructions that have been set up at your company to
help you record important information about an incident. You have access
to scripts that have been set up for your support group. Scripts might include
a list of questions to ask the customer. These questions can assist you in
resolving or assigning the incident.
In the Incident User Guide and ITSM Config Guide, will you find detailed information on how to use these functions.
In addition...I tend to look at decision trees as a training vehicle to help with service desk turnover. Decision trees help with providing the technician with a very structured series of questions that leads them to a conclusion such as applying a template. But once the technician is comfortable with the scenario and knows the questions to ask, they can bypass using the decision tree and just apply the appropriate template.
Unfortunately, only Decision Trees can be set in the preferences to trigger automatically or not. I suspect that this is due to them being used more as a training vehicle. Once the agent knows the questions to ask and knows what fields to populate or templates to select, it's faster for them to bypass the decision tree.
I like your concept, though, and suggest you submit a Request for Enhancement.
Think of the script as one big field that contains information that the agent can view or interact with by adding additional information at at the time it's displayed on the screen. The contents of that field can be copied to the Incident's notes, work info, or resolution fields.
The Decision Tree is more robust in that at the end of a sequence of questions, you can:
- Apply a template to the Incident.
- Set Operational or Product Categorization
- Set the Summary & Notes fields
- Call a script
- Relate a solution
- Relate a Known Error
Steve, first of all, I'm sorry if I'm asking something that probably someone asked before... ;P you know, sometimes this happens...
I'm working for the first time with Decision Trees and Scripts, trying to understand both of them.
- Decision Trees:
Allthough they are "not-very-simple-to-configure" (branches, branch items,... not easy to correct them if you create items starting on a wrong branch!), they can help us during the process of creating an Incident.
But, there's something I really don't understand. Suppose you go through these questions:
(0) Problems regarding your "Working Place" (action=None)
(100) Do you have problems with your laptop? (action=None)
(101) Does it starts ok? (action=fill ProdCat tiers, using a script)
(102) Does it gives any error while starting? (action=fill ProdCat tiers, using a script)
OK, is just a sample.
I'm trying to use scripts because they seem to be better if you want to populate many fields at the same time...(for me, the action should be done when you're on a leave...)
Maybe, it would be better to use decision trees in conjuntion with templates...
Don't understand the really purpose in using them... (I mean, calling them from within a decision tree...)
If somebody could put some light on this, I'd appreciate your suggestions.