:-) roger that. I'm thinking C types just call someone and don't use the portal to open a ticket.
Sent from my iPhone On Oct 23, 2013, at 11:39 PM, "Travis Wright" <[email protected]> wrote: > Well, it’s an interesting question really. Let’s say the CEO from the US is > traveling in Germany and his laptop goes haywire. Should he be routed to the > U.S. helpdesk that speaks English and knows his equipment and is probably > better trained to handle CxO issues or should we be routed to the German help > desk where at best English is a second language and they are not used to > supporting a CxO person? Especially if you have a 24x7 helpdesk in the U.S., > I would say the U.S. is a better option to route to at least initially. > Something to think about… > > From: [email protected] [mailto:[email protected]] > On Behalf Of Daniel Ruiz > Sent: Wednesday, October 23, 2013 4:51 PM > To: [email protected] > Cc: [email protected] > Subject: Re: [servman] RE: Incident classification category > > 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 > > >
