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
...@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
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
...@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
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
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
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
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