I am wondering how others are structuring Request\Sub types? Despite my best efforts we are starting to experience Request Type "creep" and getting way to specific in my opinion. How are you handling it?
Here's a link to a IT Service Management blog. http://www.itsmsolutions.com/newsletters/DITYvol6iss27.htm
The suggestion on this page is to use a 3-level approach - Category. / Item / Type. We used this approach when setting up our WHD application. In addition to the creep you reference, we also thought if a client has to click more than 3 times to submit a ticket they would give up and just email or call the Help Desk.
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