Has anyone who's ever configured a helpdesk/ticketing system ever been through the same iterative process around creating the "right" ticket categories?
- Windows Server
- App 1
- App 2
- App 1
- Password Reset
- Locked out
Everything seems good until you realize that you have the above functions at each company site, so you try to work a site indicator into the hierarchy, and all seems good again. Then it occurs to you that the big boss will want to know all the infrastructure tickets in aggregate, but since you've got 16 different Infrastructure buckets - one per site - you can't easily answer the question. And so on, and so on and so on.
The root issue is that we're trying to use a static hierarchy to model something which is inherently multidimensional. And the problem isn't just one of slicing and dicing the data. The more "complete" the hierarchy is, the more difficult it is for the helpdesk analyst to properly categorize each ticket ("It's a server, but it's in the NY office, so does it go under Server or NY?") The same problem existed for relational databases so eventually cubes were created. And it existed for blog posts so eventually you could tag a post with multiple categories. Tagging is the answer but most ticket tracking products don't support this notion so we're back to the static hierarchies.
Given this, I'm interested to see how people have crafted their category hierarchies so as to be as broad as possible while maintaining relevancy while not making life hard for the analysts.