Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: DamienKa
New Today: 13
New Yesterday: 69
Overall: 144717

People Online:
Visitors: 59
Members: 0
Total: 59

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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.


The Itil Community Forum: Forums

ITIL :: View topic - Child / Parent Assignment
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Child / Parent Assignment

 
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk
View previous topic :: View next topic  
Author Message
Madu
Newbie
Newbie


Joined: Oct 04, 2013
Posts: 2

PostPosted: Wed Oct 09, 2013 12:55 am    Post subject: Child / Parent Assignment Reply with quote

Team,

I am looking for clarification on the below scenario.

Should we assign the child ticket to the same resolver group where the parent ticket is assigned? Or should we keep the ticket with the service desk?

I assume that there are scenarios when this needs to be judged on specifics of the organization you are working for.

The reason of my questions is, we have tickets related to a parent and the resolver groups are not resolving the tickets though the service of the parent is restored. As a result we are forced to follow-up with the groups and user for updates. As per the contractual agreement we are allowed to auto resolve child tickets when the parent is resolved.

Any assistance is greatly appreciated.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Wed Oct 09, 2013 7:09 pm    Post subject: Reply with quote

It is your own process

You define it

There is no requirement or standard for this
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Madu
Newbie
Newbie


Joined: Oct 04, 2013
Posts: 2

PostPosted: Thu Oct 10, 2013 5:05 am    Post subject: Thank you Reply with quote

Thank you
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> The ITIL Service Desk All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
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

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.