Dear, We are going to implement the Solution Manager- ITSM (Service Desk), in our company, they have a Contact Center where the employee can call through a specific number and request an assistance from the IT Helpdesk.
Through the IVR the employee will be asked to enter his Employee ID number then transferred the call to the IT Helpdesk agent, now what they request is when the employee transferred to the agent, a Pop-up window will be opened in the IT helpdesk agent desktop which show the employee information (his last incidents...etc.) so the employee can get an updates of his Opened incident, or the ask the agent to open a new incident for him.
so is it possible for this, Do we have a profile page for each employee contains his last incidents...etc. like a user profile.
P.S: the company who’s is responsible for passing the employee ID number to the agent desktop, request a URL with dynamic variable
where they can replace this variable with the employee ID number.so the SAP Service Desk page will be opened.
Regards,
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