Hi,
We currently have a complex category structure within Incident Management and a seperate one within all other modules. I am looking at amalgamating the categories to have one structure that all modules access.
I have seen two ways of achieving this and I was looking for some advice on which was to go for 'best practice' methods of working.
The first way I have seen this would be to create a category structure within the system module, create relationships with all relevant modules and update windows, filters queries etc.. accordingly.
The second way I have seen this is creating the single category structure within the incident module and then creating the relationships from this structure and again making the neccesary amendments to windows, queries filters etc....
I was leaning towards moving everything to the system module until I saw this second method more recently while on a Landesk training course.
Does anyone have any views on this or has anyone implemented anything similar?
To give some context I am trying to ensure P{roblems and incidents marry up correctly and also implement a categorisation of knowledge articles that I can then add as a filter to the incident window for new analysts.
Thanks,
Hayley