Ok, I know exactly what to do if this was Excel, LOL.
In Incident we use a Reported CI and Reported Reason field. We then display the Reported CI's OwnerTeam so the Service Desk know who should probably be assigned the Incident.
- If ReportedCI = "Printer - Local" then EscalationTeam = "Technology Support".
NOW TO STEP IT UP AND PREPARE FOR AUTOMATION/SELF-SELFSERVICE.
This works until you start to look at the Reasons(issues) that people call in. Technology Support may not always be the correct escalation team.
Often the OwnerTeam of a CI is not the team that would address a particular Reported Reason(issue). This may be due to the location where the issue is occurring, the type of issue, or perhaps the size of a location and the job duties for the personnel. This can be a lot of exceptions for someone to remember.
For example, a Printer with a paper jam:
- In some locations this is handled by Technology Support.
- In other locations the General Services addresses a paper jam.
- That said, Technology Support handles all printer menu errors.
We need to suggest the team for the Incident Creator. Eventually incoming Self-Service Incidents will go immediately to the correct team and not need to be reviewed/relayed by the Service Desk.
SO THE DATA
- Every CI has a Owning Team
- CI's can have many Reasons (issues) - Printer jam, Dirty prints, Menu error
- Reasons can have many CI's - "Application Issue" applies to many of our applications
Every combination has a different Escalation Team
|CI||Reason||Location||Escalation Team (Primary)||Incident Owner Team (Escalation Team + Location) (This would be calculated not stored)|
Printer - Local
|Paper Jam||CH||Technology Support||Technology Support - CH|
|Printer - Local||Paper Jam||SF||General Services||General Services - SF|
|Printer - Local||Menu error||ALL||Technology Support||Technology Support - (Users location Code)|
What kind of logic do I need to read across multiple rows to locate the value in column? We would know the first 3 columns.
I am thinking I need a Reasons workspace tat would be maintained with all of the routing options possible. I am not clear how I would get the final answer!? Is it simply a series of cascading validation lists constrained by the prior lists?
Thanks for any guidance you can provide. This feels very complicated but hopefully is not.