Ron, I would look at it through the filter of your service model. If the issue is, and should be, resolved by those doing break/fix, then it is a restoration. Otherwise, it isn't.
------Original Message------ From: Ron Legters Sender: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: How-to questions - Request or Restoration? Sent: Jun 26, 2009 9:28 AM Our shop is using Incident Management 7, and we're currently encouraging our IS staff to make better choices in the 'Service Type' field (specifically 'User Service Restoration' vs. 'User Service Request') so we can get more reliable numbers for Mean Time to Repair. We get a fair number of user who contact IS because they don't know how to do something, and we can't decide if we should class these as 'Requests' or 'Restorations'. On the one hand, the service is operating normally, there's nothing we need to fix on our end, so it sounds like a 'Request'. On the other hand, the 'Service Restoration' definition just specifies, in essence, that the service is unavailable, so if we make it available again either by repairing something or showing the user how to use it, it's still a Restoration. I'd be interested to hear how other folks are addressing this, as it seems unlikely we're the only shop that gets calls from users asking for help when nothing's broken. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" Rick
