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Post by shavy16 on Jan 18, 2011 23:52:00 GMT -5
Hi...i am a problem manager setting up process flow with an IT company.. i would like to know how to deal with Aged Problem tickets. Also how to treat Aged Incident tickets which are open for more than 50 days.
Can we treat such long open Incidents as problems and create problem tickets for them as the aim of the incident management to resolve the issue as early as possible is defeated if it is open for so long.
Thanks to solve my queries
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Post by itsiders.com on Dec 18, 2011 20:58:47 GMT -5
Hello Shavy, first things first. 1) An incident never becomes a problem. 2) Aged problem - they should be at known error stage or closed. If they the ticket still is a problem is because it's still under investigation 3) Aged incidents - well your manager needs to decide what to do with them. You should have a problem record opened to these aged incidents and leave the incidents opened until the problem is resolved. Did this answer help?? Thanks, itSiders www.itsiders.com
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