Ron
I tend to work on the basis that Categorisation completed on call submit is for SLA attachment and/or Routing. In terms of reporting I always argue that Resolution Categorisation provides more granular details as of course at this point the issue has been diagnosed correctly. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: 29 September 2008 17:06 To: arslist@ARSLIST.ORG Subject: Optional Categorization for Incident Management 7 ** We've been live on ITSM 7 for about a month, and I'm realizing we have an Issue. Since the Categorizations on the Classification tab are optional, the vast majority of folks creating new incidents are opting out of making choices here. Probably two-thirds of the Incidents logged last week have no categorization. This makes for very bad reporting. I had assumed the OTB workflow would cause these to be required at some point, but I'm discovering that's not the case. So, I'm curious - how have other folks dealt with this issue? Thanks, Ron Legters Tools Administrator Data & Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __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"
