I certainly understand. These are some of the same questions/conversations everyone has with their customers. One challenge is that the Incident Type field is a drop down field and requires a considerable amount of customization to the OOB apps in order to change. I believe this is tied to something like 42 forms. I have found that this field is very confusing to most service desk people and not everything will fall into those 4 buckets. This approach is for Tier 1 - Process Impacted, Tier 2 - Service/Service Area/Procedure impacted, Tier 3 - Issue/Action impacted. This is one of many approaches. The advantage of this approach is a customer can build business rules and reporting around their process, procedures, and services. There are significant advantages to this approach, but it might not be right for everyone. They are merely examples of what may be used. I would love if Incident Type was a configurable field along with Reported Source and didn't require any modifications to the underlying system. Unfortunately, someone just starting out developing in Remedy may be quick to add values to these drop down menus and not realize that if they only change it in one spot a lot of things will break.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Gmail Sent: Friday, September 23, 2011 7:19 PM To: [email protected] Subject: Re: Age old debate - categorizations ** Brian, The examples below do not align with the tool. Basically, they seem to be redundant. Why would you waste one category when you can use the Incident Type field to describe your incident type. (User Service Restoration, User Service Request, Infrastructure Event and so on.) From: Brian Pancia [mailto:[email protected]] Sent: Thursday, September 22, 2011 8:31 AM Subject: Age old debate - categorizations ** This topic comes up every once and awhile on arslist. I talked to a few people at WWRUG that have really struggled with this. I would be interested to see if we can have people submit 5 examples of operational categorization for Incident Management they use and why they chose the method. In the end we should end up with a pretty decent list that people can use when trying to define categorizations. Examples Incident - Application - Error Request - Password - Reset Request - Question - How-To Event - System - Approaching Threshold Inquiry - Suspicious Activity - Malicious Code I've used this approach to allow for reporting and setting business rules per ITIL process (incident, request, event, and security management). Tier 2 is for the what under each process and lines up with an organizations services, technical areas, and key support areas. Tier 3 is a simplified explanation of the issue the user is calling about. I continually try to come up with different ways to simplify the categorization, so that it is useful to the business, but also easy enough for the Service Desk people to quickly chose the right categorization for the ticket. I really appreciate everyone's input and insight. I know this is always a burning issue for new Remedy admin/developers to seasoned. Brian Pancia President Finity IT, LLC 44081 Pipeline Plaza, Suite 100-5 Ashburn, VA 20147 Tel: (571) 252-5090 x301 Fax: (571) 222-0043 [email protected] www.finityit.com <http://www.finityit.com/> Finity IT, LLC is a Service Disabled Veteran Owned Small Business (SDVOSB). Finity IT is a leading provider of IT Optimization services and solutions. Specializing in Service Management, Enterprise Architecture, and Solutions Arcitecture services. DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
