Raise multiple tickets or a single ticket???

[swashbuckler]

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.

[Diarmid]

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.
_________________
"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

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[Diarmid]

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.
_________________
"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

[swashbuckler]

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

[Diarmid]

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.
_________________
"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

[UKVIKING]

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
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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