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Azad,
Hiya, this is an interesting thought - I've pushed for consistency in entry of tickets, have put together guides and best practices, but that has never helped that much. We've got people who have been either using the system for years, or just seem unwilling to follow our practices. Irritating.
However, I did do some rationalising of our CTIs - they had grown/evolved over years, and we had duplicates of information in wildly different places (ie. 3 or more ways that you could log a reset of a lan account). Removed quite a few of the CTIs to help with that. Its fun getting your head around a few thousand CTIs.
Another good practice that we've taken on is making better utilisation of the quick calls where they apply, which enforces the correct CTI for any given ticket. I've also wondered about setting up the quick calls with filters for different groups - ie. group A can only see their own quick calls, ditto for other groups.
When it came to documenting all of this, it came down to giving examples, which better demonstrated the hierarchy of the CTIs (for example, we have a large number of CTIs related to our corporate ERP systems, I only needed to give a few of those to show how they are configured).
Our best practice says that we shouldn't cut/paste e-mails from a user direct into a ticket, especially with the summaries - we should put the summary details in to explain the issue briefly. When users of the apps realise that the details in the resolution get mailed direct to the requester, suddenly the quality of data in the resolutions improved massively (changing from "done" to more usable detail).
Good luck with it!
Regards
Dave
On 19/07/06, Rahman, Azad <[EMAIL PROTECTED]> wrote:
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Hi Listers,
I am trying to create a Remedy Data Quality Guide for Remedy users to follow so that cases have sufficient information in them, from when they are created to when they are Resolved. This includes selecting the correct CTI's to populating the Resolution Text field.
I have looked every where but I can not find any information or existing guides for this.
Any sites or guides would be greatly appreciated.
Thanking you in advance for any help.
Best Regards,
Azad Rahman
Remedy Developer
IT Service Management
Tel: 01604 665061
E-mail:
[EMAIL PROTECTED]
iPSL a Unisys Company
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