Joseph, CTIs are the main place where the theoretical meets the practical in a Remedy application. Can you tell us what version of Help Desk/ITSM you are using? It makes a big difference in terms of what you are practically able to accomplish.
Rick On Wed, Apr 23, 2008 at 11:35 AM, Joseph Kasell < [EMAIL PROTECTED]> wrote: > 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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
