6.3. Service Request Categories Overview

The service center handles many different types of service requests. All requests, whether for routine service or for problem resolution, are considered service requests. Many service centers document the service request categories in a subject tree. The way you choose to organize service requests is extremely important for several reasons.

  • Routing and escalation workflow of a ticket is often based on categories.

  • The attributes/fields of the ticket form may change based on the selected category.

  • The ease with which an agent can find and select the correct category is based on the organization of the categories.

  • Measurement data is based on the categories.

The automatic routing and/or escalation of a ticket ...

Get IT Problem Management now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.