Why not just deal with those by designating them as requests instead of either Incidents or Change Requests?
Rick ------Original Message------ From: Lammey, Peter A. Sender: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls Sent: May 12, 2009 8:54 AM ** 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"_ Sent from my Verizon Wireless BlackBerry
