Business Requirements:
Currently, service desk agents and support teams can associate assets, users, and other related records with incidents/service requests. However, when a ticket is related to hardware procurement, warranty validation, asset replacement, software license purchase, or vendor management, there is no quick visibility of the associated Purchase Order (PO) information directly within the ticket interface.
Support engineers often need to navigate to multiple modules or external systems to retrieve procurement details, resulting in increased resolution time, reduced agent productivity, and poor user experience.
Also, field should allow to view if multiple PO is related and PO records is clickable to view complete details.
Business Benefits
Improved Agent Productivity
- Eliminates the need to navigate across procurement, asset, and vendor modules.
- Reduces investigation effort for procurement-related incidents.
Faster Incident Resolution
- Immediate access to warranty and purchase information.
- Faster vendor escalation and replacement approvals.
Better Asset Lifecycle Management
- Improved visibility of procurement records during support activities.
- Enhanced decision-making for repair vs replacement scenarios.
Enhanced User Experience
- Single-pane view of all pertinent ticket and procurement information.
- Reduced dependency on external procurement teams for basic PO lookups.
