I don't know if this has been discussed previously but I wanted to find out how others on this board approached the management of CTI's. In our Help Desk application alone, we have 811 defined CTI's. To me that seems likes a lot but it's relative and another organization may not think of that number as too high. I know that it has gotten this way because of quick replies to requests like "we need a CTI for this" or "we need a CTI for that", all of which are arising from a metrics requirements. I know also that as this number has increased, it becomes very easy from a front-line-support standpoint to get lost when attempting to classify a ticket with the appropriate CTI, or from an administrative standpoint with respect to seeing that the need driving a new CTI may already be answered by an existing CTI.
I spoke to Support on this and they really had no resource they could point me to for guidance. They did say that the software should have no problems handling a large number of CTI's. I've heard of a rule of thumb where you shouldn't have more than 10 Categories, 10 Types for each Category, and 10 Items for each Type, which seems like a good starting point. I just would like to get ideas from others out there as to how they handle this. I appreciate the help. Joe Joseph Kasell Network Management Integrator Global Telcom Services Navy Federal Credit Union 12851 Worldgate Drive, 7th Floor Herndon, Virginia 20170 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
