No. Owner - Helpdesk
Assignment - Level II, III etc The ownership should always belong helpdesk in a Single Point of Contact structure. There is no mixing going on. Kevin P. Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Monday, May 05, 2008 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** 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. --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
