Incident classification internal/external

[ksukent]

Hi,
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.

Exch.Client.Communicator
Exch.Client.Entourage
Exch.Client.Outlook
Exch.Client.OWA
Exch.Create.Generic User
Exch.Create.User
Exch.GAL.Display Name
Exch.Handheld.Palm
Exch.Handheld.PocketPC
Exch.Migrate.Generic User
Exch.Migrate.User
Exch.Migration.Problems
Exch.Migration.Quest