There is a new addendum to the Call Handling policy which clarifies how status updates should be used in UniDesk. This is to ensure consistent working practice across DTS ahead of the roll out of Assyst, the new service management tool.

Please familiarise yourself with the table on page 14 of the document. In particular, please note that the use of scheduled work is to be used for a booked service requested on a specific date or for a service request which has been agreed to be delivered on a particular date.  It must not be used for incidents or if the operator is unable to deal with the call due to resource and time constraints.  This is to give better visibility of where there may be issues in resolving incidents so that we can direct resources to help where necessary. For more information, please speak to James Griffiths, DTS Incident Manager.