Hi Kathy, I would also make the second tier far more generic. You also have the product categorization to specify what you are actually installing. As for the Business Unit, is there any way to get this information from your CTM:People form? For example the location, or maybe separate the business unit into two Companies? (Of course this would be a bad approach if you are at the stage of merging companies).
Cheers, Sebastiaan 2008/7/28 Rick Cook <[EMAIL PROTECTED]> > ** I would make the Tier 2 more generic - rather than naming each > application (which the DSL will identify for you), make it "Application". > > Rick > > > On Mon, Jul 28, 2008 at 1:52 PM, Pierson, Shawn <[EMAIL PROTECTED]>wrote: > >> ** >> >> Couldn't you do this by also looking at the Location information instead? >> If not location, what criteria is used to determine which group gets >> assigned the work? In our case, we use location because each location has >> their own local I.T. help, separate from the actual help desk. If there is >> some other criteria for you, I would pore over the Assignment Engine >> documentation to see what else you can assign on that would work, instead of >> customizing it. >> >> >> >> Shawn Pierson >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> [EMAIL PROTECTED] *On Behalf Of *Kathy Morris >> *Sent:* Monday, July 28, 2008 3:35 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Categorizations... >> >> >> >> ** Hi All, >> >> For Operational categorizations, I have followed the Remedy BMC >> recommended format - I believe in alignment with Rick Cook's helpful >> guidelines. >> >> Category 1 - Verb >> Category 2 - What we are servicing >> Category 3: Asset >> >> We are having trouble getting our organizational structure to fit into >> this model. We want this to work. The verb works fine. The Asset works >> fine. We have multiple business areas that may provide service Category 2. >> We are concerned that Category 2 may become quite extensive as a result. >> >> For example: We have two divisions Help Desk and Client Processing >> Division that may install Email on a desktop. >> >> In this model our Operational Categorization would be: >> Category 1 - install >> Category 2 - Email >> Category 3 - Desktop >> >> For automated routing - we would not be able to know which group to route >> this ticket to. I had advised the team not to have 4 tiers. The team has >> asked that I develop an additional 1st level to filter the Operational >> Categorizations based upon the Business Unit that is going to provide the >> service. Which is really adding a 4th tier. My concern is that I have >> always been told to avoid 4 tiers and I know this is going to be spread >> across the entire applications (Change, Asset, Service Levels, etc.... ). >> Are we going down the wrong path here? >> >> The structure they want is >> Business Unit: Help Desk >> Category 1 - install >> Category 2 - Email >> Category 3 - Desktop >> >> If the 1st level is equal to "Help Desk" the hierarchy would filter based >> upon the values the filter the categories based upon the Help Desk >> categorizations. The team wants this enhancement to be in the Help Desk >> form only. However to do automatic assignment we would need to change the >> Assignment Configuration form also. >> >> >> >> >> >> ------------------------------ >> >> The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar >> Now <http://toolbar.aol.com/tmz/download.html?NCID=aolcmp00050000000014>! >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ >> Private and confidential as detailed >> here<http://www.sug.com/disclaimers/default.htm#Mail>. >> If you cannot access hyperlink, please e-mail sender. >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ >> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
