User Portal and Categories
Hi there,
I would appreciate some real World experience/observations of the following:
I am currently configuring the categories in SDP (not yet live). I see the customer portal (requester login or whatever you call it) as being very useful in this organisation since we have 24 hour sites but 9-5 Service Desk.
I am creating the categories from an IT staff perspective and keeping in mind the need to be able to escalate, assign SLAs etc against specific categories/items.
However, users have a different view of their problem. Eg server down = network down = PC cannot login etc etc. Users will find it difficult to log the correct category and depending on what they choose, could (I assume) fire off escalations that would eg SMS network engineers in the middle of the night.
Categories by service might work but although SDP makes use of services in change management, it does not seem to in requests.
Preventing users from seeing some categories would work but that does not seen to be available ?
Stopping users logging categories is an option but then there is an overhead and delay for the Service Desk to correctly categorise the calls.
How do you guys manage this ?
Thanks in advance.
I would appreciate some real World experience/observations of the following:
I am currently configuring the categories in SDP (not yet live). I see the customer portal (requester login or whatever you call it) as being very useful in this organisation since we have 24 hour sites but 9-5 Service Desk.
I am creating the categories from an IT staff perspective and keeping in mind the need to be able to escalate, assign SLAs etc against specific categories/items.
However, users have a different view of their problem. Eg server down = network down = PC cannot login etc etc. Users will find it difficult to log the correct category and depending on what they choose, could (I assume) fire off escalations that would eg SMS network engineers in the middle of the night.
Categories by service might work but although SDP makes use of services in change management, it does not seem to in requests.
Preventing users from seeing some categories would work but that does not seen to be available ?
Stopping users logging categories is an option but then there is an overhead and delay for the Service Desk to correctly categorise the calls.
How do you guys manage this ?
Thanks in advance.