We have an Operational Categorizations for these (call transfers, hangups, etc) but don't use product name in those cases.
Tony Worthington Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.7763 (phone) tony.worthing...@kohls.com www.kohls.com From: "Lammey, Peter A." <peter.a.lam...@espn.com> To: arslist@ARSLIST.ORG Date: 05/12/2009 10:55 AM Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> ** Our Help desk is looking into running reports on all the incident tickets submitted by our IT staff and getting a breakdown of the number of tickets submitted with specific Product Names entered into the tickets. Many tickets are generated from templates by our call centers so we can provide a means for the Help desk to track most of the tickets with a proper Product Name. During a discussion on this, we are trying to come up with a Product Name and CTI for the times where people would call the Help Desk when the call should have been directed to a different staff since the call was basically misdirected. There are also times that a person calls to get conference in with another co-worker. We are not sure how those tickets could be categorized as far as a product is concerned. What have any others out there that use Incident 7 done for setting the Product Name for tickets such as these when creating tickets or even change requests? Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ********************************************************************** CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent.
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