Posted: Sat Mar 12, 2016 6:04 am Post subject: Responding To Additional Work
Hi Guys First post here. I have an organization that has this rule in place for additional work once you address the original incident:
"If requested by the same client to do further work than initially requested in the initial ticket and it can be done in that single visit, a new ticket should not be created. The existing ticket should be updated to reflect the additional work undertaken."
I don't believe this is correct as I think a new ticket would need to be created for the additional incident/request. Can someone let me know if I am correct in following ITIL best practices.
Joined: Sep 16, 2006 Posts: 3581 Location: London, UK
Posted: Sun Mar 13, 2016 12:34 am Post subject:
You are confusing tasks and actions with Incident
If there is an Incident, all of the work that is directly related to the Incident - to investigate, diagnose, communicate and resolve - are linked to that incident.
Any other activities that supports the Incident should be in that ticket
The same standards would apply to Requests.
That said, If you have a request to X and the customer says do X, Y, Z, banana, etc and you do the work, you must have a way to track that - regardless of whether the customer is charged, all of that work / tasks / actions can be assigned to that ticket.
If the org is smart or charges for the work you did beyond the required, then, when the request gets reviewed, the additional tasks are there.
Please note ITIL is NOT a standard or a requirements document. It is a framework. ITIL is adopt the framework and adapt to the particular org
ITIL says all incidents and requests should be recorded and managed - how you do that is up to you
Hopefully, this helps you _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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