My company uses TrackIT from Numara and we’re looking to revamp the categories when you enter a ticket. It has three classifications to drill down detail when you enter a ticket, Type, Subtype and Category. What we’re concerned with at this time is the root level Types. For example:
Hardware
Software
Web
Development
Networking
I’ve been trying to look up best practices for how to best set these categories up, but haven’t found a whole lot of useful information. One thing to keep in mind, only the helpdesk techs will be entering information into the system. We do not allow users to automatically submit tickets because we want to control the uniformity of the information entered for reporting purposes, without having to have the techs go back in and edit already entered tickets. Any assistance with this would be appreciated.
