Under Service Type. Technically, it is entitled "User Service Request". I think that is for user requests that are neither break/fix (i.e. Incidents) or projects (i.e. Change Requests.)
Rick Sent from my Verizon Wireless BlackBerry -----Original Message----- From: "Lammey, Peter A." <[email protected]> Date: Tue, 12 May 2009 12:31:36 To: <[email protected]> Subject: Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls What do you mean by requests vs Incidents or Change? What other place in ITSM 7 would you capture these as "requests"? Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Cook Sent: Tuesday, May 12, 2009 12:05 PM To: [email protected] Subject: Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls Why not just deal with those by designating them as requests instead of either Incidents or Change Requests? Rick ------Original Message------ From: Lammey, Peter A. Sender: Action Request System discussion list(ARSList) To: [email protected] ReplyTo: [email protected] Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls Sent: May 12, 2009 8:54 AM ** 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_Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ Sent from my Verizon Wireless BlackBerry Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
