You are correct it provides metrics to determine how accurately the Incidents are being classified and provide additional training to the Service Desk and support staff.
-----Original Message----- From: Kathy Morris <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Fri, 31 Oct 2008 11:20 am Subject: Resolution Categorizations ** Hi, One of the managers wants to make Resolution Categorizations the same as the OS categorizations.? My understanding is that they are not the same and should not?be the same.? The Resolution Categorization is to build a self-help known issues database.? I thought the Resolution Categorization is to more clearly define the incident after more information is known. What are the pros/cons of naming the values the same in OS Categorizations and Resolutions Categorizations? McCain or Obama? Stay up to date on the latest from the campaign trail with AOL News. __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"
