Tom, You could use the Work Order module as well. The other way would be to maybe change the wording of your FEMA "incident" to "major incident" but that would be a culture change.
Sent from my iPhone > On Feb 18, 2014, at 12:29 PM, Tom Siegel <tsie...@intrado.com> wrote: > > 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" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
