Bonjour,
Un système de catégorie.. ça dépend de ce que vous cherchez exactement ..
Si vous voulez les placer en "élagrisent":
Administrative Software Change
Application or Operating System Help
Computer Problem
Computer Upgrade
Equipment set-up
Handheld problem
Hardware Problem
Hardware purchase
Infrastructure Maintenance
Infrastructure Upgrade
Misuse
New User Account Needed
Office Disk Request
Printer Problem
Research and Development
SIMS Problem
Software Bug Report
Software Request
Stock Control
User Account Problem
Video Conferencing
Si vous voulez plus "global":
Printers
Logon Problems
SIMS.net & Related
Internet
Email
Hardware
Software
Other/General
Regardez ce site là, pour avoir plus d'idée:
http://www.edugeek.net/forums/general-chat/7177-help-desk-ticket-categories.html
Bonne fin de soirée, Gokan
Founder of SharePoint CookBook:
http://www.GokanOzcifci.be
Microsoft Certified Technology Specialist: SharePoint 2010, Configuring
Microsoft Certified Personal 
