Hi. I'm new, we're not yet live, but we're almost there. We use operational and product categorization extensively in our routing rules. If people want their tickets to go somewhere sensible quickly, they're going to have to put in the categorization. Likewise management really wants good reporting, so we expect them to help us 'encourage' their staff to use the categories. Third, we are creating a bunch of ticket templates with the categorization pre-selected so any ticket opened via template will already have the cats we want. Dunno how well it will work, but it's worth a shot. If that doesn't work, then we'll have to go Stuart's route and put in workflow to require the entries even though they're not required in the database.
Kristina Hartman Distributed Systems IT Global Infrastructure & Operations 408-576-7890 704-509-7914 ________________________________ From: Schon, Stuart [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 01, 2008 7:47 PM Subject: Re: Optional Categorization for Incident Management 7 ** We made it mandatory for the first level of both operational and product categorisation After that if there is a lower menu for the selected upper value then we force them to enter the lower menu value. The result is that some selections only require the choice of O1 and P1, some choices O1 and O2 and some O1, O2 and O3; similarly for the product cats. Regards Stuart Schon ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: 30 September 2008 06:16 To: [email protected] Subject: Re: Optional Categorization for Incident Management 7 Ron I tend to work on the basis that Categorisation completed on call submit is for SLA attachment and/or Routing. In terms of reporting I always argue that Resolution Categorisation provides more granular details as of course at this point the issue has been diagnosed correctly. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: 29 September 2008 17:06 To: [email protected] Subject: Optional Categorization for Incident Management 7 ** We've been live on ITSM 7 for about a month, and I'm realizing we have an Issue. Since the Categorizations on the Classification tab are optional, the vast majority of folks creating new incidents are opting out of making choices here. Probably two-thirds of the Incidents logged last week have no categorization. This makes for very bad reporting. I had assumed the OTB workflow would cause these to be required at some point, but I'm discovering that's not the case. So, I'm curious - how have other folks dealt with this issue? Thanks, Ron Legters Tools Administrator Data & Systems Services Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __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"
