- My View
I have a question to ask here and i hope that i am posting it in a correct section. Now, my company recently changed our platform from Remedy to ServiceNow. I am working as a Help desk agent and I am generating tickets to service broken equipment. So, here is my problem:
When we were using Remedy i could select multiple Incidents, do a mass modify and dispatch all incidents in the same time, and than just populate respective field when the service request/work order is generated. Since we are servicing supermarkets we are usually working with POS equipment, and this comes in handy when i have a large number of incident numbers for the same store, so i can do one call back, and dispatch in one click all of the equipment that was not fixed, or maybe resolve in the same manner.
With ServiceNow I generate an incident number, and if a dispatch is needed I make a task, populate product and model numbers, assignee group and my name, and i hit save, and when the CorelationID is generated i copy and paste where it should go. So, for example, if i have 15 debit readers that need to be dispatched, i would like to do a multiple dispatch, which means that i need to create 15 tasks in the same time, for 15 different incident numbers. Is there a way for this to be done? Let's presume that all of the information that i need to fill in are the same, so there is no need to change anything in the task, i just need to create 15 of them in the same time and in the end get 15 different task numbers and CorrelationIDs. Any thoughts on this?
Thanks in advance!
Are you using Incident Tasks, or just Incident?
We are actually using both, first generate incident, and if a dispatch is needed than we make incident task for that incident. So this means that i need to make multiple incident tasks for multiple incidents in the same time. Incident task per incident.
No, i am searching for a solution.