Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's world the word "incident" has a whole different meaning than the ITIL help desk world. When we "declare and incident" folks gather into a room and follow the FEMA incident management protocol for resolving the issue. In SDE this meant replacing every instance of the word "incident" with the word "ticket", to avoid confusion. We then tracked our FEMA style incidents in the White Board module. I was hoping that there was someone out there in the Remedy ITSM world who has integrated FEMA type incidents into their system. Being brand new to Remedy, the only path that I can see is to highjack the Problem module for our FEMA type incidents and use the Incident module for our "tickets" as we did in SDE.
Thanks, Tom _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
