Apps Unlimited Value of Support Series: Service Request Automation

The best way to get a fast solution with a Service Request (SR) is to get it entered in quickly, so just whiz through the questions and skip uploading files, right? Not so fast… using this approach, you’re more likely to actually delay getting the answers you need. This true with or without automation on the SR. 

With automation, we’ve incorporated logic to help get your SR to the right team with the appropriate skillset and then assist the assigned engineer in getting the necessary data and information to start the troubleshooting process. In many cases, automation can identify specific known issues and provide the necessary solution – within minutes of creating the SR! But it’s all based on the information and data you provide when creating the SR, so take the time needed to answer those questions accurately and provide the essential data (such as logs, files, analyzers) to enable automation in finding and providing those