Our Help desk is looking into running reports on all the incident tickets submitted by our IT staff and getting a breakdown of the number of tickets submitted with specific Product Names entered into the tickets. Many tickets are generated from templates by our call centers so we can provide a means for the Help desk to track most of the tickets with a proper Product Name.
During a discussion on this, we are trying to come up with a Product Name and CTI for the times where people would call the Help Desk when the call should have been directed to a different staff since the call was basically misdirected. There are also times that a person calls to get conference in with another co-worker. We are not sure how those tickets could be categorized as far as a product is concerned. What have any others out there that use Incident 7 done for setting the Product Name for tickets such as these when creating tickets or even change requests? Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
