Well, one way would be to modify the menus to reflect that qualification, but I wonder if that could kind of get into a circular thing with auto-assignments. You will either need to find some way of automatically differentiating the issues that go to one group vs. the other, or leave that to a manual assignment based on the knowledge of the issue by the tech taking the call. Without knowing what it is that differentiates those assignments, I couldn't begin to speculate on how. Once you figure that out, you'll probably also figure out how to use that data to answer your question.
Rick On Tue, Jul 29, 2008 at 3:11 PM, Kathy Morris <[EMAIL PROTECTED]>wrote: > ** 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. >>> >> _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
