Folks,

How do you categorize (Service Category, Category, Subcategory, Item) tickets that come into your service desk that aren't for your service desk.  For example, let's say someone is using a vendor that isn't supported by your organization.  An employee submits a ticket stating, "I need a new user account for this system," and this comes in by email.  Since this isn't part of our service catalog, we aren't going to work the ticket and we will let the end user know this by responding. However, we still have a need to categorize the request.

Do you use a catch-all for this?

Sincerely,

Adam