Any ideas how to capture routing processes when taking over a helpdesk?

N2IT

I was wondering if anyone has been involved in a helpdesk managed service engagement. If so how did you capture the routing procedures for ticket escalations?
-Going back through the tickets?
-Asking lots and lots of questions?
-Working with other teams one by one?

I have never really been through a transition quite like this and was wondering what your suggestions are?

Thanks

paulgswanson

The answer is D) all of the above!

Until you do all that theres no document with where things go. I personally had to make ours several years ago, and that exactly what I did.
I know thats not very helpful as a whole but, unless we knew how your environment was structured theres no real way we could answer.
I started with the ticket we sent off and check out where they went. Sometimes even called the guy to ask what the next levels would have been.
Job shadowing helps greatly to because you get to see the entire other side of the issue. Or you could just leer over thier shoulder and see what do with it.