Agreed that this is an "it depends" for a records series classification
perspective.

However, you may wish to investigate how the IT help-desk tickets are used
by your organization as they are often used to fulfill functions other
than originally intended, some of the uses I have encountered are:

   - client service (intended)
   - trend analysis
   - issue logs and supporting documentation to manage vendor contracts
   - human resources benchmarks for compensation and evaluation.

I hope this is helpful.

Regards,

Christine M. Figueroa, MLIS, CRM
[log in to unmask]
Newport Beach, CA
On Thu, Aug 5, 2010 at 11:22 PM, Munzer, Tom <[log in to unmask]>wrote:

> Has anyone created a record series for help desk tickets, and if so, what
> retention was assigned to them? I'm thinking a short one, perhaps six
> months.
> Thanks in advance,
> Tom
>
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