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Message from cthornt@tulane.edu

Hi everyone,

 

I’m reviewing the categories that we use to categorize requests/problems put into our incident management system.  What we currently use is too confusing.  I’d like to make it much simpler.  How do you guys categorize your tickets?  Please share.

 

Thank you,

Corliss

 

 

Corliss Thornton

Associate Director, Support Services

Tulane University

Technology Services

o: 504.314.2556

f: 504.247.1945

cthornt@tulane.edu

 

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Comments

I hate this topic. J In the 17 years of providing customer support, this topic seems so simple, but takes so much time and conversation and sadly can go in one of thousand directions. In the several places I have worked over the years, I can tell you that each place categorized differently (with some base commonalities). Below is what we have today:

 

We start with the action – What action are you, the supporter, taking

·         Add

·         Answer

·         Configure

·         Execute – This one can be confusing at times, but the intent was to select for executing purchases, job, etc.

·         Fix

·         Modify

·         Move

·         Remove

·         Troubleshoot – Everything at tier 1 should start as troubleshoot. If we resolve at tier 1, then we are supposed to change to one of the other options above based upon the solution we applied. If we escalate, troubleshoot may stay if none of the others apply for that is what we should be doing.

 

Next we go at the highest level:

·         Authentication/Authorization - To make authoritative or valid; granting permission or access. This can include passwords, Active Directory, etc…

·         Facilities - Physical spaces that serve a specific purpose.  This can include classrooms, labs, and store fronts. 

·         Hardware - The mechanical, magnetic, electronic, and electrical devices comprising a computer system, as the CPU, disk drives, keyboard, or screen.

·         Network - The components or devices interconnected by telecommunication equipment (wired or wireless) that facilitate communication among users and allow users to share resources.  This can also include phone infrastructure. 

·         Security - Protection against attack, sabotage, crime, etc… This can include spam, viruses, and phishing attempts.

·         Services - The performance of duties or work for another person; helpful or professional activity.  This can include any categorization that does not fit within the other specified types.  

·         Software - Applications used to perform University business; not hardware.  This includes the operating system, web applications, and other applications.

·         Storage - Capacity or space for storing data.  This can include personal storage, departmental storage, research storage, archiving, etc…

 

*Other: We do have “Other” show up in several sections and if selected, supporters are prompted with a required text window to type in what “other” was and we review those over time looking for anything we may need to add or where we might need to work with staff regarding incorrect categorizations.

 

Then under each of the above, there is a myriad of other options based on what is selected around the services we provide. We ask that our tier 1 staff when creating the initial ticket, really think through the issue or the resolution before escalating or resolving so we categorize correctly. What I mean by that is if we have a caller saying they are having trouble with email and we find out it is an Outlook issue, choose Software, Workstations Apps, Outlook. What we see at times is Software, Messaging Apps Exchange, email. The issue is with the software Outlook and not with the environment Exchange. Sometimes we don’t always know for sure the root cause when escalating, but we try to get it as “right” as possible at tier 1 as we can.

 

We also have Urgency (Mission Critical, Work Stopped, Work Impaired and Working Normally) and Impact (Campus, Department/VIP, Multiple Users, Single Users) and the combination of what is selected will set Priority (Critical, Urgent, Important, Routine, External). We are working with the various tiers to look at Urgency, Impact and Priority to help prioritize their incident work. Lastly, we categorize by Ticket Type (Failure [Incident], Problem, Project or Service Request).

 

What I have found is that you have to find what works for your environment and what is important to your leadership (if you aren’t doing anything with the data, why collect it). We have made recommendations and decisions around the data we collect or have validated decisions made with that same data.

 

Hope this helps.

 

 

Dwight Snethen

 

496-1035

 

Not sure if ours will help as it is also quite complex for more accurate reporting, but attached is our breakdown.

 

Our idea in mapping the categories this way is to assist with assigning correctly even if someone is new. We start with if it’s an Incident/Request/Question/Repair and then go into the service (Banner, Blackboard, Email, Printing, etc.) From this point is the breakdown of the specific incident/request/question, i.e. Password Reset, Report Access, Install Printer, Change Instructor, etc.)

 

We have an in-house repair team that repairs all Apple and Lenovo Laptops and Desktops regardless if it’s a warranty or non-warranty repair. The second tab breaks down that mapping structure. This one is even more complex, again to assist with reporting of the types of repairs the team is doing.

 

We have a Wiki that our staff can login should they not know everything about what the person is requesting. For example, if a Faculty member switches courses and needs to have their Blackboard section updated (Request > Blackboard > Change Instructor), they would go into our wiki (Blackboard > Request > Change Instructor) and find all of the instructions to complete this task there. If it’s a request or incident that would get assigned to another technician, the Wiki would have all of the questions that the Help Desk Technician should ask to gather as much information as possible.

 

 

---

Justin Benson

Media Services Coordinator

 

Division of Technology Services, 8-323

Wentworth Institute of Technology

550 Huntington Ave, Boston, MA 02115

 

T: 617.989.4429

C: 617.942.1456

F: 617.989.4502

E: bensonj@wit.edu

http://www.wit.edu/dts

 

         

 

CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system.

P Think before you print

 

Interesting discussion. We started using Helpstar two years ago. We have four ticket types (Employee service request, Student computer repair, Telecom/Networking, and Generic). The different ticket types have different required fields. Then we have 28 possible categories (below). Some of these categories have sub-categories.  Now that I’ve been using the product two years, I may need to do some revamping.


 

Suzanne Gaynor

Director, Technology Resource Center

Hartwick College

gaynors@hartwick.edu

607-431-4670

 

Hi All,

 

I am also interested in these responses.  We tend to change our categories every few years, but folks still find it confusing.

 

Our current strategy is to limit our categories and keep it simple.  We set all of the types to be the same choices and then break if out on the 3rd level.  If a service or application ended up in two categories, we only wanted one place to search (the item level).  For example, Banner shows up under Account Administration (create/modify accounts) and Software/Clients.  But a quick search in the Item field gets us all Banner related tickets.

 

Category

Account Administration/Access Control  (creating accounts, managing firewalls, etc)

Connectivity (refers to Networking: wired/wireless for both infrastructure & the computer)

Hardware/OS

Security

Services

Software/Clients

 

Type

Administrative

Information

Troubleshoot/Repair

 

Item

This list includes the breakdown of the different services offered. 

 

I hope this helps!  I’ll be looking forward to seeing what others are doing!

Rose

 

______________________________________________________________________
Rose Parker  

IT Manager

Office of Information Technology

OIT Support:  Help Desk, Call Center, and Student Computer Support

The University of Tennessee
119 Kingston Pike Building
2309 Kingston Pike
Knoxville, TN  37996
Phone:  865-974-2649

 

We also have a guide for staff that explains categories along with help documents in managing tickets.

Dwight Snethen
Director, Customer Service, IT Service Management and Quality Assurance
ITaP Customer Relations
Purdue University
Stewart Center: Room B14E
765-496-1035

Self Help Knowledgebase: http://www.purdue.edu/goldanswers
Assisted Technical Support: 765-494-4000

Message from cthornt@tulane.edu

Thank you for your responses.  It gives me a lot of food for thought.  It also shows that we’re not alone in trying to figure out a way to do this.

 

Thank you,

Corliss

 

 

Corliss Thornton

Associate Director, Support Services

Tulane University

Technology Services

o: 504.314.2556

f: 504.247.1945

cthornt@tulane.edu

 

“Like” Tulane Technology on Facebook and follow us on Twitter or subscribe to our RSS feed.

 

 

From: Thornton, Corliss P [mailto:cthornt@TULANE.EDU]
Sent: Tuesday, April 17, 2012 9:01 AM
Subject: Ticket categories

 

Hi everyone,

 

I’m reviewing the categories that we use to categorize requests/problems put into our incident management system.  What we currently use is too confusing.  I’d like to make it much simpler.  How do you guys categorize your tickets?  Please share.

 

Thank you,

Corliss

 

 

Corliss Thornton

Associate Director, Support Services

Tulane University

Technology Services

o: 504.314.2556

f: 504.247.1945

cthornt@tulane.edu

 

“Like” Tulane Technology on Facebook and follow us on Twitter or subscribe to our RSS feed.

 

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Greetings,

 

Technology Services at Loyola University Maryland underwent a high-level effort this year to research and document our services.  22 members of our department got certified in ITIL v3 Fundamentals.  We began simple and have a solid beginning.  We’re looking forward to expanding on the catalog by building the “anatomy” of each service this year and focusing on the most crucial ITIL areas such as Incident & Problem and Change & Deployment Management.  I’d also be happy to discuss our progress so far. 

 

 

---


Connect with Loyola OTS:
      

 

Loyola Technology Services will NEVER ask for your password.  Please do not share it with others!

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Snethen, Dwight D
Sent: Tuesday, April 17, 2012 8:18 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] Ticket categories

 

We also have a guide for staff that explains categories along with help documents in managing tickets.

Dwight Snethen

Director, Customer Service, IT Service Management and Quality Assurance

ITaP Customer Relations

Purdue University

Stewart Center: Room B14E

765-496-1035

 

Self Help Knowledgebase: http://www.purdue.edu/goldanswers

Assisted Technical Support: 765-494-4000


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