Hi all,
I've been studying ITIL for a couple of month and I'm working on improve (or create) our incident and problem management processes. We've been using OTRS for a couple of years now but only receiving tickets, we use 2 queue only (one for IT Support and one for Apps Development teams).
Having now a better understating of ITIL, I want to use tickets "Types" (incident, problems, request), and I'm looking for a good way to categorize our tickets, do you categorize using queues or services? or do you create Categories (using Dynamic Fields)?
I wanted to keep it simple for the agents with fewer queues, but maybe the best way to categotize the tickets is using the names of the queues as the categories for the tickets.
Please let me know how do you categorize, I know this could be different for any organization, but I'd like to know your experiences.
Regards,
Amedina
Tickets Categories, Services or Queue
Moderator: crythias
Re: Tickets Categories, Services or Queue
Hi,
ticket type is your type. incident, service request, ...
Queue is your Team working on tickets (servicedesk, 1st level, DBA,...)
keep queues simple!
Service is your service catalogue
might be a big amount of services
more categorisation might be possible with dynamic fields
Flo
ticket type is your type. incident, service request, ...
Queue is your Team working on tickets (servicedesk, 1st level, DBA,...)
keep queues simple!
Service is your service catalogue
might be a big amount of services
more categorisation might be possible with dynamic fields
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.