Hello Listers - In IM, as far as I can tell, Product Categorization comes from the Product Catalog, and the Product Catalog is loaded with software that is created when you load the DSL.
DSL Software Products are all categorized as "Software/Application/Third Party" or "Software/Operating System/Third Party" (or similar, am not in front of it right now). This baffles me - as there is no way to re- categorize this in any meaningfull way as far as I can tell...? In our current implementation of the Help Desk application (5.5), we have numerous categorizations of software which we do reporting on that is essential to the way our desk operates and is measured. Should we add our own products in another Class? For example, let's say someone calls in regarding not being able to print from MS Word. In the DSL it might be "Software/Application/Third Party/Microsoft/Word" in the "Product" class. We might currently have it set up as "Software/Client Application/Desktop Productivity" - should we enter that product in the "System Software" class to differentiate? How would that affect software reconciliation/management in terms of licensing, tying to contracts, etc.? Does anyone have any thoughts on this? I've also posed this question to Remedy Support to see if they have any insight. Thanks, Cindy _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
