I would make the Tier 2 more generic - rather than naming each application (which the DSL will identify for you), make it "Application".
Rick On Mon, Jul 28, 2008 at 1:52 PM, Pierson, Shawn <[EMAIL PROTECTED]>wrote: > ** > > Couldn't you do this by also looking at the Location information instead? > If not location, what criteria is used to determine which group gets > assigned the work? In our case, we use location because each location has > their own local I.T. help, separate from the actual help desk. If there is > some other criteria for you, I would pore over the Assignment Engine > documentation to see what else you can assign on that would work, instead of > customizing it. > > > > Shawn Pierson > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Kathy Morris > *Sent:* Monday, July 28, 2008 3:35 PM > *To:* [email protected] > *Subject:* Categorizations... > > > > ** Hi All, > > For Operational categorizations, I have followed the Remedy BMC recommended > format - I believe in alignment with Rick Cook's helpful guidelines. > > Category 1 - Verb > Category 2 - What we are servicing > Category 3: Asset > > We are having trouble getting our organizational structure to fit into this > model. We want this to work. The verb works fine. The Asset works > fine. We have multiple business areas that may provide service Category 2. > We are concerned that Category 2 may become quite extensive as a result. > > For example: We have two divisions Help Desk and Client Processing > Division that may install Email on a desktop. > > In this model our Operational Categorization would be: > Category 1 - install > Category 2 - Email > Category 3 - Desktop > > For automated routing - we would not be able to know which group to route > this ticket to. I had advised the team not to have 4 tiers. The team has > asked that I develop an additional 1st level to filter the Operational > Categorizations based upon the Business Unit that is going to provide the > service. Which is really adding a 4th tier. My concern is that I have > always been told to avoid 4 tiers and I know this is going to be spread > across the entire applications (Change, Asset, Service Levels, etc.... ). > Are we going down the wrong path here? > > The structure they want is > Business Unit: Help Desk > Category 1 - install > Category 2 - Email > Category 3 - Desktop > > If the 1st level is equal to "Help Desk" the hierarchy would filter based > upon the values the filter the categories based upon the Help Desk > categorizations. The team wants this enhancement to be in the Help Desk > form only. However to do automatic assignment we would need to change the > Assignment Configuration form also. > > > > > > ------------------------------ > > The Famous, the Infamous, the Lame - in your browser. Get the TMZ Toolbar > Now <http://toolbar.aol.com/tmz/download.html?NCID=aolcmp00050000000014>! > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
