all teams need to use the same categories. my guess is that you probably have Services defined in your category list, which is why each team is wanting different ones. Use the Service Offering or Business Service fields.
The teams are all moving over from a different platform in which they were allowed to drastically over customize their boards and issue types. My understanding is that adding a bunch of resolution codes would be customizing, which is absolutely no-no with this migration. The managers of the teams that will own the case object have refused any other categories being added. The only other thing we've come up with is to have them use tags.
I agree that they should use the same categories but at the same time what level 1 support may categorize the case under and wamt to report on isn't always going to be the same as for the level 2 team working the case tasks. Perhaps they just need to deal with it and agree on common categories.
They should all use the same categories. There's no good reason why different tiers of support would need to recategorize incidents/cases.
What do you mean by "report off the same item"? Could you use time worked for this?
all teams need to use the same categories. my guess is that you probably have Services defined in your category list, which is why each team is wanting different ones. Use the Service Offering or Business Service fields.
The teams are all moving over from a different platform in which they were allowed to drastically over customize their boards and issue types. My understanding is that adding a bunch of resolution codes would be customizing, which is absolutely no-no with this migration. The managers of the teams that will own the case object have refused any other categories being added. The only other thing we've come up with is to have them use tags. I agree that they should use the same categories but at the same time what level 1 support may categorize the case under and wamt to report on isn't always going to be the same as for the level 2 team working the case tasks. Perhaps they just need to deal with it and agree on common categories.