Hi guys,
We use VSM at work.
We used to log calls easily in the past using IPK (calls logged as incidents, service requets, etc). When customers logged calls incorrectly as incidents we were easily able to change the IPK status to a service requests.
Ever since Tasks and requests have been implemented at work, the 'Service request' IPK status has been turned off.
Now, on our customer portal customers have the abiltiy to log a fault (incident), order software (tasks/requests) and also log general assistance calls which are also logge as tasks/requests.
If customers log calls from our portal incorrectly, we no longer have the ability to change the IPK status as you can't change an incident over to a task/request and vice versa.
Has anyone suffered this issue?
Any advice would be much appreciated.