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ITIL :: View topic - resolution times
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resolution times

 
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Pozz
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Joined: Aug 16, 2013
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PostPosted: Sat Aug 17, 2013 2:52 am    Post subject: resolution times Reply with quote

Hello,

Recent we ran into a situation where an outage occured, but no exact time was available. It happened at some point in the night when the main service desk team was not in office. When they arrived many hours later, the issue was diagnosed.

As a general rule, should we record the outage time from the (uncertain) time of failure - or from the time of recognition by the service team?
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