I have seen some canned reports in the BMC Analytics tool that actually look at the different Tiers of support for reporting. I think 1 report would show information to the effect of "Incidents that were escalated beyond Help Desk," so it would look at all support groups listed Tier 1-3...
Hope this gives just a tad bit more info. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Wednesday, February 11, 2009 4:30 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Support Group Roles Help ** Chuck, That is correct from my understanding as well. Tier 1 to Tier x is a process function and not a function of the tool. At times companies will use the escalated designation to mean escalated to a tier 2 from a tier 1 and not management. I someone knows differently please enlighten me. hbr On Wed, Feb 11, 2009 at 4:03 PM, Charles Baldi <charles.ba...@gmail.com> wrote: ** The only functional significance I am aware of is the Help Desk role is used to set an Incident Owner if an owner assignment rule is not present. See the Inc User guide in the section on "Understanding incident ownership". As far as I can tell the other roles are informational. I would be interested in learning otherwise. Regards, Chuck Baldi On Wed, Feb 11, 2009 at 3:26 PM, Mark Lev <mark....@rightstarsystems.com> wrote: Hi All, I am trying to find "Remedy" definition and functional significance of the Support Group Roles: Help Desk Tier 1 Tier 2 Tier 3 Line of Business An understanding of the rules/Workflow that ITSM uses based on group role would helpful too. I have not found this in any documentation, but I hopefully just missed it. Can anyone help? ARS 7.1 ITSM 7.0.3 All latest patches Windows SQL Thanks, Mark ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org <http://www.arslist.org/> Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
