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ITIL :: View topic - Single or Multiple Tickets?
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Single or Multiple Tickets?

 
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rgolding
Newbie
Newbie


Joined: Nov 16, 2017
Posts: 1

PostPosted: Thu Nov 16, 2017 11:30 pm    Post subject: Single or Multiple Tickets? Reply with quote

Hi All,

Our service desk receive a monthly excel spread sheet from HR with a list of all leavers from our organisation, asking for their accounts to be disabled from our system.

The problem is this can be up to 150 people.

Should we raise one request and cover the entire lot in one go, or 150 individual tickets?

Even if we log one ticket with 150 tasks the admin time will be huge, but if we only log one ticket it looks like our desk has spent all day on one task!

Any ideas on best practice for this issue?

Many thanks
Rob
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3582
Location: London, UK

PostPosted: Fri Nov 17, 2017 1:49 am    Post subject: Reply with quote

Best practise is what you do that fits your organisation

So if the excel spreadsheet is used to add new users at the same time

one ticket is fine I think

if the spreadsheet is divided into groups of users 20 at a time
1 task or ticket per bunch is fine as is 1 ticket

it just depends on how your org wants it
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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