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ITIL :: View topic - Cancel an Incident?
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Cancel an Incident?

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Joined: Mar 27, 2011
Posts: 2

PostPosted: Mon Mar 28, 2011 1:25 am    Post subject: Cancel an Incident? Reply with quote


This will be my first time posting here.

I just would like to ask if it's valid to cancel an incident. I have the example below:

- A user sends an email she's getting an error in Excel every time she opens it. We then asked her to send us the screenshot and also asked her to connect to a link that will enable us to remotely access her PC.

She did not respond to it and we sent her another email the next day, then the 3rd and 5th day but still didn't get a response from her.

Is it OK to cancel an incident/request if we're not getting any response from the user before the SLA breaches? We're currently doing this provided that we inform the user that if the concern still exists that we will just open another ticket for them.

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Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Mon Mar 28, 2011 5:51 am    Post subject: Reply with quote

I think the answer is quite definitely yes... and no. Or to put it another way, it depends.

Has the procedure been agreed with the customer? - that's all you need. The nature of service is not an ITIL matter, it is a customer matter. Without customer agreement, the action is highly inappropriate.

However, even if you have got agreement with clear criteria, it would be circumspect not to cancel the incident (not sure how you cancel something that has already happened), but rather to close it with an "unresolved" flag, a code or description of the reason, and a narrative or log of the steps taken prior to closure. You will need that level of traceability to ensure that all such cases have been handled correctly and you will also want historical information to inform review and improvement activities.

Timing is another matter. The "SLA breach" (have you really got an SLA that sets a specific time for resolving individual incidents?), is not the proper measure. The time needs to be appropriate for the circumstances of the user who may be on leave, short-term ill, or away for some business reason (a meeting, a conference, a client visit, a training course, etc.).
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Senior Itiler

Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Mon Mar 28, 2011 6:10 pm    Post subject: Reply with quote

It always makes me laugh to hear about service desks who make their customers submit incidents electronically and then insist on personal contact for troubleshooting on their own terms.

Diarmid is right....if your policy of three strikes and out is widely known and agreed with your key customers then go for it.
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PostPosted: Tue Mar 29, 2011 1:46 am    Post subject: Reply with quote

Thanks a lot for the input guys. Appreciate it.

I guess we first need to have the this added on the agreement with out customers.
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