That would be great.
Here is some background. We are a telecom service provider. We offer
various services from POTS, DSL, Digital video, OCn transport, etc.
We would be using remedy to take and report trouble calls, (out of service,
degraded service)
With that in mind, and IMO, the tier 1 categorization would be used to
report the condition of the service (OOS, degraded), the tier 2 would
indicate the product the report is about and the tier 3 would indicate the
symptom.
That leaves product categorization, which is important to me because my
group is responsible for trending and reporting outages and equipment and
software failure. We would most likely use the 3 tiers of product
categorization as well as the manufacturer and model fields to capture this
data for reporting. The equipment that we support, in the end, supports
one of the products that we offer.
There has been heated debate on our team as to how we should use these
categorizations. I have strong feelings about it because currently, we are
running AR6 and our Category, Type and Item has been added to so much that
it has become useless.
Any help and/or examples of how you are using categorizations in AR7 would
be greatly appreciated.
Thanks
Danny Butler | Systems Engineer, NOC | CCI
Phone: 936.671.4882 | Fax: 936.637.0489
321 N. First St, Lufkin, TX 75901
honor virutis preamium
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