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Separate IT incidents from other department

Created: 17 Jun 2013 | 2 comments

We are just about to implement ServiceDesk 7.5 and are still using 6.. One of our problems we have always had is seperating our Facilities department tickets from our IT department. This is because our managers need to run reports to generate metrics for our IT tickets but need to omit data from facilities tickets.

Can someone suggest what the best way would be to accomplish this in 7.5? Should we simply use classifications for separating these incidents? If so, would we just create an incident template and specify the classification within?

Thank you for any guidance you can provide.

Dustin @ Jacobs Technology

Operating Systems:

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Lark's picture

Hi Dustin,

On the assumption you'd have an individual requestor that might open IT or Facilities incidents then yes Classifications seems like a good way to go.  There are already built in reports for classifications that you could copy and modify to suit.

You could follow that up with some rulesets to put the incidents into a special Facilities Service Queue based on that classification or incident description content.

HarrisT's picture

This seems like a reporting question to me. Assuming your tickets are being assigned to either the Facilities Department or the IT Department, using reports that look only at tickets assigned to each department, your manager would be able to look at the data separately.
A report that looks at classification would also work.

Lark is correct that you could do this with setting up custom classifications, and that automation rules could assign cases to the correct queue based on classification.