Good morning all! This is more of a process question on how others out there handle these types of requests. Here's a brief description of our environment and how we handle it today. We have a "Remedy Group", that consists of myself, 2 Help Desk supervisors and our manager. We have HD as well as 3 other homegrown apps running, with HD being the most utilized (also very customized). There are 150 support teams defined with 800 users supporting roughly 4000 CTI combinations across the apps. The HD CTI structure is not directly bound to anything else, although it is utilized as the structure for several other areas, Change Mgmt, IS Support Portfolio, proprietary Account Mgmt tool. Our current process to have a CTI created/modified, or an assignment change made is just a simple word template that gets sent to us for review and adjustment before being implemented. I have been tinkering with a solution but would really like to know how others are doing this to give me some ideas. Any and all input is much appreciated! ARS - 6.3 HD - 6 SLA - 6 SQL - 2K Server - W2K (FYI, we are preparing to go to 7.x and utilizing CMDB) Patrick Hardy 479-290-5767
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