Thanks! I suggested that early on but they have the occasional exec or average joe traveling the globe so in that instance using the AD populated field might not work for them since the ticket would be routed to the wrong Helpdesk initially. Or maybe there is another method to account for that?
I have used the AD property method in the past to setup SLAs based on user location/time zone. Danny Sent from my iPhone On Oct 23, 2013, at 5:45 PM, "Travis Wright" <[email protected]> wrote: > One way to handle this kind of thing is to not track the location as a > property of the incident itself and look at the location of the affected user > instead. > > For example, if Bob has User.Country = United States and he is the affected > user then you can just look at his location to decide what the “location” of > the incident is. Sure, people travel internationally and such but this > should cover 99% of the cases. > > You can still query or report on incidents by country/region – you just have > to traverse the assigned to relationship and look at the Country property on > the user object. > > From: [email protected] [mailto:[email protected]] > On Behalf Of Daniel Ruiz > Sent: Wednesday, October 23, 2013 11:20 AM > To: [email protected] > Subject: [servman] RE: Incident classification category > > my apologies for not including the prefix > > From: [email protected] > To: [email protected] > Subject: Incident classification category > Date: Wed, 23 Oct 2013 17:19:18 +0000 > > > I am working for a client that is going to implement SCSM globally and one of > the questions/issues that came up is how would they classify incidents for > hardware in the US vs. hardware incidents for Europe. > > One way would be to create to Incident classification categories for the US > and EUROPE but I am opposed to that method since it duplicates all the > classification types and there are more than just 2 sites. I am thinking > that extending the Incident form to include a region drop down would work > best that way the client could still report on their various global locations > and determine volume of incident types. > > > Has anyone had to deal with this kind of scenario? > > > > Danny > > >
