HI ALL,
In ITSM 7.0,
One of the Customer Request is to change the values (Like low, medium, high,
critical to something like low, minor, major, severe) for the Impact,
Urgency and Priority fields in Incident & Problem forms.
I am thinking like this will impact more workflow with in the Helpdesk form
and also modules like SLA and Reports.
Does anybody experience\worked on similar customization?
I like to get some information like
1) Does this change can be done with minimal impact and minimal
customization (say Less than 100 Man HRS) to the product?
2) A Rough idea of what are the forms, Workflow and the modules that will
get impact?
As of my knowledge following functional areas will be impacted (to name
some):
1) Prioritization form
2) Incident Priority Weight Ranges
3) SLAs
4) Reports
Do you think I am missing some more functionality that will get impacted?
Thanks,
VB
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