Posted: Mon Sep 16, 2013 6:13 pm Post subject: How to get from incident to change ?
When a user creates an incident at the servicedesk and after analyses, a change is the solution...whats the best way to get from incident to change ? You know the root cause and the solution so it can't become a Problem.... Who inititiates the change request ? The user ? The service desk ?
What becomes the state of the incident ? solved (but user still has no solution)? stays open (you get SLA violations) ? put on waiting (timers stopped untill change is implemented) ?....
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