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3 tier heirarchy for workgroups

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Carrie L Ellswo
Collector

3 tier heirarchy for workgroups

We are debating the best way to handle 3 tier workgroup heirarchy. Currently we have parent workgroups, but gives the opportunity to mis-assign a Service Call to a workgroup without members (sp4). Rory Rabourn submitted a message to the Forum, May 2004 http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=590769 that gave a fix using SP7. Although another route that has been researched and discussed is to change from using workgroup heirarchy to using the Organization structure. We are looking for the best reasonable, administrative option yet want to follow best practice for using Service Desk. We are in the process of testing to upgrade to SP7 which will allow us further flexibility with rules.
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Frederik Wiers
Super Collector
Solution

Re: 3 tier heirarchy for workgroups

Work groups and work group members are service providers.
(Members of) organizations are service receivers.
Service receivers and providers are important concepts in ITIL and should not be mixed up.
Service Desk does not make this very explicit but Service Desk is designed with this separation in mind. Registering work groups as organizations in Service Desk might solve problems in the short term, but will give you problems in the long term.
Carrie L Ellswo
Collector

Re: 3 tier heirarchy for workgroups

Thank you, this is the information I wanted to hear.
//Add this to "OnDomLoad" event