Hi Kathy,
The Helpdesk really should be the owner of any incident.
It's best that the customer has only one single point of contact -> the
helpdesk.. they need to own the incident from cradle to grave.. and they should
be able to spawn any change or problem from the given incident.
>From a user's perspective, they hate being pushed around to 10 different
>"Support Groups" only to be handed off back to the Helpdesk... incident
>bouncing it not good.
So to recap,
Single point of contact -> Helpdesk (Keep your Level II,III from getting calls
directly from customers)
Incident owner -> Helpdesk (You can still assign it to other support groups)
from cradle to grave.
This method follows the Incident Process Flow Bar..
Hope this helps.
Kevin P.
** Hi,
In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket.
Should it be the assigned group or the Help Desk?
What are the advantages of one over the other.
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