2 of 2 people found this helpful
Our business has a similar use case, i.e. a requirement to have some case notes against a customer that can be readily identified and accessible from the incident screen.
In the customer record, there is a tab where you can record work info notes, similar to that in an incident record.
As a workaround, we are leveraging the 'Sensitive' tag against a customer to flag that notes exist when registering an incident so our support staff know to check and read up prior to providing assistance.
Wouldn't it be a good idea if there was a feature on the incident screen, that changed the customer name red if work info notes existed against the customer, with a double click quick access to this screen?
Hope this helps?
1 of 1 people found this helpful
This is probably your best out of the box option. In our older on-premise Help Desk 6 system (before it was called Incident) we have all kind of flags on our Help Desk form. Being able to set a customizable flag on a profile out of the box is a great idea. I recommend submitting it for consideration in future versions: https://communities.bmc.com/create-idea!input.jspa?containerType=14&containerID=2070&draftID=122592 (note the Idea link is not in the RoD Community but to the Remedy Community since this is the underlying technology of RoD)