Hi,


The ticket comes in from Help Desk and they go to assign it.? When they 
classify the ticket - they want to only see the OP Catalog entries for a 
specific Group:



If the OP Catalog says
install

Printer

X500



How do we distinguish who to route it to if both the Engineer and Help Desk 
perform this service.

I can pull workflow from CTM:People and location,? however when I pull it - the 
data is not going to filter the OP catalog entries at each level.

Ideally - I wish there was some way to show if the
Business Unit is equal to XYZ then show these values in OP Catalog Tier 1, 
Tier, 2, Tier 3? - but that is four tiers correct?


-----Original Message-----
From: Sebastiaan de Man <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Mon, 28 Jul 2008 10:05 pm
Subject: Re: Categorizations...



** 
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.










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