Best way to Group Service Desk Issues for Reporting

Matthew Szoke

We are in the beginning stages of implementing our Service Desk.  Our first goal was just to get our admins / techs to log tickets to track work.

 

Now we would like to refine how we are entering tickets so that we can created meaningful reporting.  What's the best way to bucket all of the work?  Obviously you have the initial buckets of incident, request, change, etc., but should you build components, services, use labels to further categorize items?  

Any insight would be greatly appreciated.  

Thanks!

Fabian Lim

Hi @Matthew Szoke

I would start with request types and use subcategories through custom fields within the request types to further break down.  You could also use affected services, components as well.  

I would avoid using labels since people can make mistakes tagging them and they are case sensitive so "infrastructure" would be different from "Infrastructure"? Use select custom fields instead.  

Regards,

Fabian