The five ITIL books can be obtained directly from the publisher's website: HERE
Or as downloadable PDFs:
Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
Service related resources
Service Level Agreement
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Select Interface Language:
Please contact us via the feedback page to discuss advertising rates.
The Itil Community Forum: Forums
ITIL :: View topic - Raising separate ticket for each issue - same user same day
BharatGupta Newbie Joined: Apr 09, 2013 Posts: 1
Posted: Tue Apr 09, 2013 9:56 pm Post subject: Raising separate ticket for each issue - same user same day
I am keen to know if we should raise separate ticket for different issues for same user in same day or should we raise just one ticket?
(I know it has nothing to do with ITIL framework, but want to know the thought of majority )
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3553 Location: London, UK
Posted: Tue Apr 09, 2013 11:39 pm Post subject:
If the issues are different, yes you would open a ticket for each issue
and despite your post - which signifies that your knowledge of ITIL / ITSM is extremely lacking, this is core to IT Service Management as well as ITIL
ITIL states in quite clear.. all incidents get recorded separately
If he has several incidents, you have to deal with several incidents _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
KenLuo Senior Itiler Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Thu Apr 11, 2013 5:36 pm Post subject:
You mentioned "same day", so they might be in different time. If so, multiple tickets are required, as you don't know whether they're the same issue or not. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
ITIL Expert Certified
All times are GMT + 10 Hours
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV Site source (c)2003, and is Free Software under the GNU / GPL . All Rights Are Reserved.