Hi Kathy, The Helpdesk really should be the owner of any incident. It's best that the customer has only one single point of contact -> the helpdesk.. they need to own the incident from cradle to grave.. and they should be able to spawn any change or problem from the given incident. >From a user's perspective, they hate being pushed around to 10 different >"Support Groups" only to be handed off back to the Helpdesk... incident >bouncing it not good.
So to recap, Single point of contact -> Helpdesk (Keep your Level II,III from getting calls directly from customers) Incident owner -> Helpdesk (You can still assign it to other support groups) from cradle to grave. This method follows the Incident Process Flow Bar.. Hope this helps. Kevin P. ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"