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ITIL :: View topic - Ticket for Service Request
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Ticket for Service Request

 
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nicoart
Newbie
Newbie


Joined: Jul 04, 2012
Posts: 2

PostPosted: Wed Jul 04, 2012 6:19 pm    Post subject: Ticket for Service Request Reply with quote

Hi all,

I am really a beginner in ITIL. My company is using ServiceDesk for our Help Desk. We received several same requests for refreshing database for the same application from live instance to test instance. Usually we recorded the request under Incident > Service Request. The question is, can we just keep open the same Service Request because we know that the request will be coming again in the future or every time we will open (and close) a new Service Request ticket when we receive the request? What is the best practice?

Thanks a bunch for your opinions.

Thanks and Regards,
Nico.A.
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Jul 06, 2012 2:51 am    Post subject: Reply with quote

I would have thought that a service request was an instance. How can you keep an instance open? It will have requestor name date time and other details unique to it, surely?
_________________
"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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nicoart
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Joined: Jul 04, 2012
Posts: 2

PostPosted: Fri Jul 06, 2012 12:08 pm    Post subject: Reply with quote

Hi Diarmid,

Thank you for the reply. Yes, I agree with you. The key here is (as you said), it has details unique to it, so better to create a ticket per request.

Thank you.
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