What a freaken Joke, a new on boarding process as layoffs continue. I know it took me months and months to get all the sign on requirements in-place so I could do my job and till today we don't have a easy index to find out who who and what queue names to use in SNOW and Remedy for different support groups
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We talk automation , digital and as you say "tickets bounce around in that corporation for days" we can't do it internally , how are suppose to sell it.
Plus I so sick of "Cloud" we do NOT have anything in the Cloud that floats from one location to another with ease. We have VMware farms with no auto fail over to other Data Centers. Modern Platform another joke
When I worked at DXC the onboarding process was so damned complicated that it was amazing anyone was recruited
Yet, the the offboarding in workday was like CILLIT BANG: "One click and the staff is gone!"
I remember the days when someone would post a query, not to an admin group, but mistakenly to an 'all users' group and then this would be followed by a tirade of "please remove me from this list", "and me!", "me too", "Will everyone stop using reply to all" and "yes, I agree, please stop using reply to all"
Well guess what? All their wishes eventually came true!
I wouldn't worry about queue names in SNOW, most tickets bounce around in that corporation for days, as most clients will testify. Besides, there's no-one left who's been there long enough to know how the process works anyway (oops! I said 'process' then - that's a naughty word in there). Plus few people who have the time to focus on internal stuff. No time to open excel let alone extract a resolver list.