Help with routing
I'm looking at SDP to possibly replace our current helpdesk. I have all of these created:
Requesters (with extra Location field)
Technicians (a couple)
Categories
Regions
Sites (Locations)
Groups
Here's how we route in our current helpdesk. We do not use any kind of dispatch or have anyone manually routing tickets. We route all tickets based on the Category and for many Category + Location. For example, if someone selects this category:
HR/Manager/Other Question
this would get routed to the Human Resource group.
This example goes to a specific group based on the user's location:
Desktop Software/Microsoft Word/Won't Launch
Our current helpdesk knows that this category (because of a field associated with that category) needs to be routed to a local support person. It would look up the users Location, then do another lookup to see what group covers that Location for support. Then it would route the ticket to that group.
The first problem with doing this with SDP is that you can't add extra fields for the Category. Second, Business Rules don't seem to see the location field for the user.
How do people route their tickets normally? Any suggestions for mimicking the behavior above?
I also have some issues with Priority, since our priority is associated directly to the Category. Our technicians do not set the priority manually.
Any suggestions are appreciated.
Requesters (with extra Location field)
Technicians (a couple)
Categories
Regions
Sites (Locations)
Groups
Here's how we route in our current helpdesk. We do not use any kind of dispatch or have anyone manually routing tickets. We route all tickets based on the Category and for many Category + Location. For example, if someone selects this category:
HR/Manager/Other Question
this would get routed to the Human Resource group.
This example goes to a specific group based on the user's location:
Desktop Software/Microsoft Word/Won't Launch
Our current helpdesk knows that this category (because of a field associated with that category) needs to be routed to a local support person. It would look up the users Location, then do another lookup to see what group covers that Location for support. Then it would route the ticket to that group.
The first problem with doing this with SDP is that you can't add extra fields for the Category. Second, Business Rules don't seem to see the location field for the user.
How do people route their tickets normally? Any suggestions for mimicking the behavior above?
I also have some issues with Priority, since our priority is associated directly to the Category. Our technicians do not set the priority manually.
Any suggestions are appreciated.