Dynamic Categorisation
Hi there,
Just a quick question - I recently started with this software so this may be available already. I am looking to have (dynamic if possible) secondary and possible tertiary categorisation of issues.
Ideally the situation would be as follows:
Principal categories - Applications A-D, Application E-G etc, Phone, Starters and Leavers etc.
Secondary Categories (Application Titles) - Access, Adobe, Phone Details - ie Cisco, Voicemail etc. with picklist based on the primary selection.
Tertiary Categories (Problem Type) - Failure, Installation, User Procedure, etc.
This - if added to the reporting facility as well - would give the opportunity to look at areas where root cause analysis could be performed and the servicedesk application would identify areas where issues are recurring or where User training may be required (for example).
This is available in other Logging systems, so this may be available already - if so can you point me to the location?
I have looked at the Technician additional fields but these would not be dynamic and would really only be at the tertiary level above.
Thanks
Just a quick question - I recently started with this software so this may be available already. I am looking to have (dynamic if possible) secondary and possible tertiary categorisation of issues.
Ideally the situation would be as follows:
Principal categories - Applications A-D, Application E-G etc, Phone, Starters and Leavers etc.
Secondary Categories (Application Titles) - Access, Adobe, Phone Details - ie Cisco, Voicemail etc. with picklist based on the primary selection.
Tertiary Categories (Problem Type) - Failure, Installation, User Procedure, etc.
This - if added to the reporting facility as well - would give the opportunity to look at areas where root cause analysis could be performed and the servicedesk application would identify areas where issues are recurring or where User training may be required (for example).
This is available in other Logging systems, so this may be available already - if so can you point me to the location?
I have looked at the Technician additional fields but these would not be dynamic and would really only be at the tertiary level above.
Thanks
