Remedy

Resolution Categorization

Categorization tab: Resolution

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,

Example 1: Access

• T1: AccessT2: AddedT2: RestoredT2: Disabled

• Application, Computer, Infoweb, Server, • Shared Folder, Shared Mailbox, User Mailbox, Other.

(General Subject)

(Action taken)

T3: (Item or reason)

More Examples: T1: HardwareT2: Installed

PurchasedFixedMovedUpgradedRemovedDisposed

T3:Computer ComponentDesktopLaptopHandheld ScannerInput deviceNetwork Printer/CopierProjectorServerLocal Desk printerOther

T1: SoftwareT2: Installed

PackagedPurchasedFixedUpgradedUninstalled

T3: Computer ComponentDesktopLaptopHandheld ScannerInput deviceNetwork Printer/CopierProjectorServerLocal Desk printerOther

More…T1: Email ConfigurationT2: Created

UpdatedDeleted

T3:Distribution ListShared MailboxOtherUser Info

T1: ProjectT2: ManagedT3:

Department MeetingMoveOtherSales/Service MeetingTask Force

T1: TelecomT2: Completed

FixedUpgradedRemoved

T3:BroadbandCell PhoneCorporate voicemailDeskp honeOther Mobile DevicePolycom

OtherT1: TrainingT2: ProvidedT3:

ApplicationHardwareMobile Device FunctionalityOtherSoftware

T1: UserT2: TerminatedT3:

ConsultantMSA ContractorPartnerTAC/Advantage ContractorVendor

T1: New HireT2: CompletedT3:

ConsultantConversionMSA ContractorPartnerRole ChangeTAC/Advantage ContractorVendor

T1: InformationT2: ProvidedT3:

ApplicationHardwareISI Corporate EnvironmentIT Self HelpOtherSoftware

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.