Track-It! Type/SubType/Category examples

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    Hello everyone,

     

    We have had many great discussions on the community about this topic and I am going to start a fresh one here in order to consolidate some of the great examples in one spot. I have taken some of the suggestions from the old threads and put them here, then offered some additional suggestions. Feel free to provide your thoughts and feedback on these approaches as well.

     

    Here is a typical type setup that seems simple yet effective. I took this from another user on this group and modified slightly to make it more generic for most users.

     

    One additional thought with any of these, is if you want to go full ITIL, you could add a top level with Problem and Request, then add the appropriate items under each. I have included an example like that at the bottom of this document.

     

    • Hardware
      • -Equipment Move
      • -Keyboard/Mouse
      • -Laptop
      • -Monitor
      • -Other
      • -Printer
      • -Request
      • -UPS
    • Network
      • -Connectivity
      • -Other
      • -VPN
      • -Wireless
    • Projects
      • -Users listed here
    • Servers
      • -Migrate
      • -Other
      • -Provision
      • -VM
    • Software
      • -Crashes/Errors
      • -Other
      • -Requests
    • Telephone
      • -ACD Issue
      • -Mobile
      • -Other
      • -Phone Issue
      • -Request
      • -Voicemail
    • User Accounts
      • -Name Change
      • -New Employee
      • -Other
      • -Permissions Change
      • -Remove Account
    • Website/Internet
      • -External/Internet
      • -FTP
      • -Internal/Intranet

    This next example is an extremely simplified top level. This may not be good for most users but it is something to consider. You could play with the terminology a bit, (as I have) but it would simplify things. Many times, less is more when working with these Type values.

     

    • 1. USER ACCOUNT
    • 2. USER SOFTWARE
    • 3. USER HARDWARE
    • 4. NETWORK/STORAGE
    • 5. PRINTING/SCANNING
    • 6. PHYSICAL SECURITY

     

    Here is another which is a bit more complex but could also work.

     

    1. Antivirus / Malware cleanup
    2. Application Errors
      1. List of applications in use...
      2. Outlook Email
        1. Can't send or receive
        2. Mailbox full
        3. Other
        4. Webmail
    3. Hardware Request
      1. Audio/Visual
      2. iPad/Tablet
      3. Laptop
      4. Monitor
      5. Other
      6. Smartphone
    4. Other
    5. Printer/Multi-Function Device
      1. Consumables
      2. Jammed
      3. Other
      4. Scan to email
    6. Software Purchase/Installation
      1. Adobe Acrobat Pro
      2. Microsoft Office
      3. Other applications...
    7. Special Event / Facility Access Request
    8. Special Print Request
    9. User Administration
      1. Email distribution list admin
      2. Employee term/resign
      3. Mailbox Administration
      4. Network access
      5. New Employee setup
      6. Password reset
      7. Remote Access/VPN
      8. Telephone/Voicemail Admin
        1. Greeting administration
        2. PIN reset
        3. Voice mailbox setup/admin
      9. Unlock account

     

    Here is my thought for an ITIL example:

     

    • Request (I need something)
      • Hardware
        • Equipment Move
        • Equipment Needed
        • Equipment Change
      • Network
        • Network Access Request
        • VPN Access Request
        • Access to Network Location Needed
      • Servers
        • -Migrate
        • -Other
        • -Provision
        • -VM
      • Software
        • -Other
        • -Requests
      • Telephone
        • New Phone Request
        • Phone Change Request
      • User Accounts
        • -Name Change
        • -New Employee
        • -Other
        • -Permissions Change
        • -Remove Account
    • Problem (Something is wrong)
      • Hardware
        • -Keyboard/Mouse issue
        • -Laptop issue
        • -Monitor issue
        • -Other issue
        • -Printer issue
        • -UPS issue
      • Network
        • Wired Connectivity
        • -Other
        • -VPN
        • -Wireless
      • Software
        • -Crashes/Errors
        • -Other
      • Telephone
        • -ACD Issue
        • -Mobile Issue
        • -Other
        • Desktop Phone Issue
        • Voicemail Issue
      • User Accounts
        • Account Locked
        • Password Reset
      • Website/Internet
        • Cannot access External sites
        • Cannot access internal sites (Internet)
        • FTP problems
    • Projects
      • -Users listed here