Greg, A strategy you could use is to give a choice of priority (Normal and High) -- however "High priority" has a service upcharge of $100.
The idea is to give people a choice - but to understand the "cost" of a choice. This would be fairly trivial in Kinetic Request. http://www.kineticdata.com/request.html -John On Mon, Mar 24, 2008 at 5:54 AM, Hale, Greg <[EMAIL PROTECTED]> wrote: > Looking for real world experience/lessons learned for leveraging Self > Service in a medium to large organization. We are most interested in > the > process for Incident and Request submission by Business Users. For > example, are most allowing the business to drive the Urgency and Support > > drive the Impact, or does the business have no input on Urgency and > Support > drives Impact, neither the business user/support sets Urgency/Impact, > etc. > > We are currently struggling with this as there are concerns that > allowing > the business to drive the urgency will result in nothing but Urgent > tickets/requests. How are others working through this issue? We are > trying to follow the ITIL Framework of letting the Urgency and Impact > drive > the Priority, but there seems to be some true resistance to this. > > Any experience, insight, or thoughts would be greatly appreciated. > > Thanks, > > Greg > > ARS 6.3 Patch 20 > Mid-Tier 6.3 Patch 23 > HelpDesk v6 > SLA v6 > Solaris 10 > Oracle 10gR2 > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
