I would also suggest getting the group names agreed upon as well; there were quite a few groups setup before I started working on the Remedy admin, and have recently had to amend some group names. A very irritating process to have to work through.
We use a combination of CTI and RSD to determine the routing of tickets, thankfully it tends to work pretty good. That is in a Helpdesk/CM application running across all of Europe.
Regards
Dave
On 11/05/06, Luke, Brian <[EMAIL PROTECTED]> wrote:
I can say what doesn't work - having large number of groups and using
solely groups to differentiate _work assignment_, excluding
Region/Site/Department, Category/Type/Item, and Skills.
Or put another way, I'd recommend leveraging C/T/I, R/S/D, and Skills in
addition to group for work assignment.
Once users get in to the habit of only using the group name, it's
difficult to change.
-Brian
________________________________
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Chris Doble
Sent: Wednesday, May 10, 2006 8:00 PM
To: [email protected]
Subject: Group Definitions and Best Practices
**
Hi All,
I'd like to hear from anybody what their opinion is regarding Remedy
Best Practices regarding Group definitions. In particular an
International Enterprise.
I know what the tried and true, as well as recommended practices are,
but would like to get some input about what works for different
deployments.
Thank You,
Chris Doble
Mobile:949-533-5346
Email: [EMAIL PROTECTED]
Web: http://www.aisconsulting.net
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