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ITIL :: View topic - Raise multiple tickets or a single ticket???
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Raise multiple tickets or a single ticket???

 
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swashbuckler
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PostPosted: Wed Jan 18, 2012 6:22 pm    Post subject: Raise multiple tickets or a single ticket??? Reply with quote

Hello there,
According to ITIL every distinct issue needs to be addressed with seperate ticket but if multiple services ( For eg:- 10 ) are down affecting single application on a critical unix server. Would it be justified to raise multiple tickets or a single ticket???

Thanks,
Swash.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Jan 18, 2012 7:24 pm    Post subject: Reply with quote

Could you rephrase please. I can't quite visualize what you are describing.

The following general statements may be relevant:

An incident ticket should map to an incident, not to reports of an incident. Nevertheless it is important to track all the people affected so that they can be informed of resolution and can confirm that they are again able to use the service (anyone could have had a different cause masked by the recognized incident).

An incident is something that has happened, not the consequences of it happening. However, resolving an incident is (speaking very loosely) making its consequences unhappen.
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UKVIKING
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Joined: Sep 16, 2006
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PostPosted: Wed Jan 18, 2012 7:39 pm    Post subject: Reply with quote

ITIL is a set of best practices - there are no set rules

If 10 people are impacted by an incident - ie the application they are using is not working, I would expect 10 incident tickets raised by the 10 people - 1 per person,

It is the responsibility of the Service Desk to realise that they dont have 10 incidents but 1 that affects / impacts 10 people

Then the SD needs to do something to correlate the 10 incidents.
How they do it is up to the stated policy in the company as well as the general work practices.

I, in my previous role as Service Desk manager, would raise 1 master ticket that is the parent of the 10 (or more) individually raised tickets and assign the master ticket to the resolution group and continue to add the tickets raised by individuals to that group along with sending some sort of notification to impacted user group - if possible
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Diarmid
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PostPosted: Wed Jan 18, 2012 8:16 pm    Post subject: Reply with quote

You see.

With all these things called ticketing systyems, there is no clear definition or consistency.

You need to manage an incident and therefore it needs a "ticket".

You need to manage the people (and systems perhaps) affected by the incident and so they need "tickets".

And the two have to be linked.
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swashbuckler
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PostPosted: Wed Jan 18, 2012 9:13 pm    Post subject: Reply with quote

Thanks Diarmid and UKVIKING for your responses.

But this is what had happened:
A unix L1 tech support rep observed that 10 different services are down so he raised 10 different tickets for each service but all these services are linked to one critical application, now each of these services are responsible for different functionality on a single web page. Hence i wanted to know if he should have raised a single ticket or multiple tickets are required.

Thanks,
Swash
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Diarmid
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PostPosted: Thu Jan 19, 2012 7:55 pm    Post subject: Reply with quote

I'm pretty sure the answer is whatever ensures your ability to manage the situation(s) best.

There can be no abstracted "ITIL" answer. Context is all.
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UKVIKING
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Joined: Sep 16, 2006
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Location: London, UK

PostPosted: Thu Jan 19, 2012 11:49 pm    Post subject: Reply with quote

Swashbuckler

The question has to be answered by you / your own ticket system admin

Here is why

Does the 10 applications have to be serviced by 10 different teams
Does the ticket system allow mutliple parallel groups to resolve
Does the ticket system allow multiple services to identified as being impact on 1 ticket

etc etc etc

This is NOT an ITIL question. It is a 'how do I use the tool question'

There fore it is in your own area to answer .... not ours
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