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ITIL :: View topic - Service Desk Problem types linked to closure reasons
Posted: Tue Oct 11, 2005 12:52 pm Post subject: Service Desk Problem types linked to closure reasons
Hi
I have been putting a list of Problem types for our service desk and want to know how the closure reason works and how it is linked.
AS my understandning goes if an incident is logged as a problem type Hardware/printer the closure reason would be why the incident was logged - paper jame, printer beeping, no power etc...
Is this correct or am i going in the wrong direction.
Any help would be appreciated with this topic please.
Posted: Mon Oct 17, 2005 7:06 am Post subject: Re: Service Desk Problem types linked to closure reasons
bundera wrote:
Hi
I have been putting a list of Problem types for our service desk and want to know how the closure reason works and how it is linked.
AS my understandning goes if an incident is logged as a problem type Hardware/printer the closure reason would be why the incident was logged - paper jame, printer beeping, no power etc...
Is this correct or am i going in the wrong direction.
Any help would be appreciated with this topic please.
Would suggest that don't mix between and incident and problem!. There are three elements that relates to an icident record, Incident Category, where you can categorize your incident are (Software, Network, Hardware, etc...), there is another element Incident Classification where you identify the reason of the incident and guide for resolution. Closure code where you can determine why the status of an icident been changed to Resolved or Closed for example (Solved, Education, Workaround, etc...)
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