I would say for the ones that get misdirected to the wrong groups during the course of each of the tickets you run metrics on the total ticket reassignment counts (on the lower right part of the Assignment tab) and see how many there are or run reports on the Assignment Log data from HPD:Assignment Log.
My thought on the Product Name for these would be to either mark these under a "Service" type of product or simply advise the Help Desk to exclude these particular tickets with a defined Operational Category. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Chowdhury, Tauf Sent: Tuesday, May 12, 2009 12:50 PM To: [email protected] Subject: Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls ** Peter, I think you're really dealing with 2 things. We have run into that issue here as well. So your 1st issue is: Categorizing things like, "inquiry, call transfer, etc..." For that, we use Operational Cats. Tier 1 = Service Desk, Tier 2 = Call Transfer, Tier 2 = Inquiry, Tier 2 = Vendor solicitation. 2nd issue: How to record that a ticket has been misdirected or incorrectly assigned to a group. That one is something we are still hashing out but using Operational Cats can be hard. The reason is that no matter if the ticket was misdirected or not, if it's an error with software, we classify it Operationally as Tier 1 = Error, Tier 2 = Software. With that said, we are debating whether or not to create a field or some other method to let the Tier 2-3-xx support user flag the ticket as being incorrectly assigned. We have the BMC Analytics tool so I think our SD Manager has come up with a report that looks at Incidents that have a Total Transfer > 1 and then does some sort of voodoo for the rest :) Hopefully this leads you in the right direction. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Lammey, Peter A. Sent: Tuesday, May 12, 2009 11:55 AM To: [email protected] Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls ** 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 means for the Help desk to track most of the tickets with a proper Product Name. During a discussion on this, we are trying to come up with a Product Name and CTI for the times where people would call the Help Desk when the call should have been directed to a different staff since the call was basically misdirected. There are also times that a person calls to get conference in with another co-worker. We are not sure how those tickets could be categorized as far as a product is concerned. What have any others out there that use Incident 7 done for setting the Product Name for tickets such as these when creating tickets or even change requests? Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ________________________________ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ ________________________________ Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
