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Remedy Resolution Categorization. Categorization tab: Resolution.

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Presentation on theme: "Remedy Resolution Categorization. Categorization tab: Resolution."— Presentation transcript:

1 Remedy Resolution Categorization

2 Categorization tab: Resolution

3 Resolution Categorization Logic Tier 1 (General Subject) – What you fixed or worked with – Access, Connectivity, Hardware, Software, New Hire, Request, Software, Telecom, Training, etc Tier 2 (Action taken) – What you did – Created, Installed, Purchased, Provided, Established, Completed. – Added, Restored, Updated, Transferred, Moved, Upgraded, Updated, Managed. – Disabled, Deleted, Removed, Uninstalled, Terminated. Tier 3 (item or reason) – What that action was done on or for. – Application, Software, Drivers, Infoweb, Department Meeting, – Laptop, Desktop, Network Printer, Local Desk Printer, Polycom, Projector, – Shared Mailbox, Shared Folder, Network folder location, Security Group, AIMS Role, – Network, Virtual Machine, Employee, Contractor, Vendor, Partner, Mobile device,

4 Example 1: Access T1: Access T2: Added T2: Restored T2: Disabled Application, Computer, Infoweb, Server, Shared Folder, Shared Mailbox, User Mailbox, Other. (General Subject) (Action taken) T3: (Item or reason)

5 More Examples: T1: Hardware T2: Installed Purchased Fixed Moved Upgraded Removed Disposed T3: Computer Component Desktop Laptop Handheld Scanner Input device Network Printer/Copier Projector Server Local Desk printer Other T1: Software T2: Installed Packaged Purchased Fixed Upgraded Uninstalled T3: Computer Component Desktop Laptop Handheld Scanner Input device Network Printer/Copier Projector Server Local Desk printer Other

6 More… T1: Email Configuration T2: Created Updated Deleted T3: Distribution List Shared Mailbox Other User Info T1: Project T2: Managed T3: Department Meeting Move Other Sales/Service Meeting Task Force T1: Telecom T2: Completed Fixed Upgraded Removed T3: Broadband Cell Phone Corporate voicemail Deskp hone Other Mobile Device Polycom

7 Other T1: Training T2: Provided T3: Application Hardware Mobile Device Functionality Other Software T1: User T2: Terminated T3: Consultant MSA Contractor Partner TAC/Advantage Contractor Vendor T1: New Hire T2: Completed T3: Consultant Conversion MSA Contractor Partner Role Change TAC/Advantage Contractor Vendor T1: Information T2: Provided T3: Application Hardware ISI Corporate Environment IT Self Help Other Software

8 Lastly… It’s not perfect so let us know if you see something that is questionable. We can add, remove, rename, tweak, or re- train as we see fit.


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