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ITIL :: View topic - Enhancements from problems
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Enhancements from problems

 
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p1lfc
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Joined: Jul 17, 2013
Posts: 2

PostPosted: Wed Jul 17, 2013 7:13 pm    Post subject: Enhancements from problems Reply with quote

I have a problem record, which after investigation we have found the system is working as designed (issue is slow pdf printing via citrix).

My question is : As an enhancement to the system is required to resolve the users issue, how do i track it. Do i keep the problem record open (not sure) or should i be using another mothod/ process?

Thanks in advance
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vabs
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Joined: Jul 15, 2013
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PostPosted: Wed Jul 17, 2013 11:29 pm    Post subject: Reply with quote

hello,

You should not close the ticket until your issue is resolved and proper RCA has been done.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3261
Location: London, UK

PostPosted: Thu Jul 18, 2013 12:19 am    Post subject: Reply with quote

Actually it is depended on the Problem Managemetn policy and process as this is a decision on the inside
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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p1lfc
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PostPosted: Thu Jul 18, 2013 1:59 am    Post subject: Reply with quote

Thanks Guys.

John, I thought that may be the case. I dont like the idea of a Problem ticket remaining open when we're looking at development. (In this case bigger pipes etc). I just need to ensure there is a tool/ process to track the new enhancement.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3261
Location: London, UK

PostPosted: Thu Jul 18, 2013 2:11 am    Post subject: Reply with quote

The PM record should be used to spawn that.
The PM record should not exactly be closed but be inactive and -- see that..

An Enhancement could be a scope change request which is service design sort of work
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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