Thank you, Don, that does help.
Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office Of Information Technology Services Service Delivery Division ITSM & ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 [email protected]<mailto:[email protected]> http://its.state.nc.us E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of McClure, Don Sent: Monday, April 13, 2009 10:47 AM To: [email protected] Subject: Re: Product Categorizations and the Elephant Rhyme Hi Jennifer, I am answering this question for Chris Strauss. Short answer on keying off Site, is No. We key off customer organization/department-by legacy University practice. Therefore, the tier-1 support will be furnished by whatever support group is tasked to support that department (in the usage of Organization/Department within a Customer company). Added granularity is required for some Administration organizations, where one department among several is supported by, say, group 2 whereas everyone else under that higher-order entity is support by group 1. Then, I have built rules for all departments within that organization to guarantee full apportionment. For many groups on campus, rules at the Organization (or even Company!) level are sufficient. This triage frequently aligns with physical location-but not completely, and 'Site' is not our criteria. I hope this helps clarify our implementation. Don W. McClure, P.E. Applications Manager, Call Tracking Administration University of North Texas dwmac (at) unt (dot) edu _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
