Thanks for the great information everyone. We are using the ICS process which Doug did a great job explaining. We are not dealing on the "earthquake" level, but we do deal with public safety systems so there is a bit more urgency than "I can't get to my email". Given the limited functionality that SDE has around the "White board" module, I think we can start out with Problem Management and see if it grows into its own application. I also appreciate the warnings about tinkering around with the Incident module. This is some good information that I can go back to management with and sell the concept of Incidents with different levels of severity, instead of going back to calling day to day break fixes tickets as we did in SDE
Tom _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
