ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Lammey, Peter A.
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

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Tony Worthington
...@kohls.com www.kohls.com From: Lammey, Peter A. peter.a.lam...@espn.com To: arslist@ARSLIST.ORG Date: 05/12/2009 10:55 AM Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Our Help desk

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Rick Cook
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

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Lammey, Peter A.
...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 12, 2009 12:05 PM To: arslist@ARSLIST.ORG 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

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Rick Cook
A. peter.a.lam...@espn.com Date: Tue, 12 May 2009 12:31:36 To: arslist@ARSLIST.ORG 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

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Chowdhury, Tauf
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Tuesday, May 12, 2009 11:55 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls ** Our Help desk is looking into running reports on all the incident

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

2009-05-12 Thread Lammey, Peter A.
From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Tuesday, May 12, 2009 12:50 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls ** Peter, I