Posted: Wed Feb 14, 2007 12:29 pm Post subject: Incident classification internal/external
I saw a few postings here about incidents but I still need some guidance.
We currently have too many hundreds of incidents types. In order to re-organize it, we obviously need to shrink the list. Also, we would like to have users submit tickets themselves via web site. The categories they see will be the same as a service desk staff taking the calls (due to time and also we do not want to customize the product).
I am aware that the popular standard is:
Service >> System >> Component >> Incident Type
Our current classification is too complicated. A comman user will not understand the list below for sure. What can be done to make the current Exhange/Outlook issue below shorter? Plus many are for internal use. Is it possible to make a classification exactly the same for internal and external users?
Thanks in advance.
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