Posted: Thu Sep 15, 2005 6:36 pm Post subject: Re: ticket (incident number) in problem management DB
Thanks for the replies.
Is it OK to record the incident numbers from the Incident Management Tool in the Problem Management Tool or should they be linked via a software interface?
SQL or XML or webservice ..??
I would strongly suggest you make the connection between the Incident and Problem Management tools automatic. I have seen systems relying on human interaction and it was not a pretty sight!
Pardon my ignorance regarding the actual interface, but I reckon any service capable of doing an automatic and preferably instant connection between the systems would be sufficient.
Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Sat Sep 17, 2005 12:45 am Post subject: Connection between problem and incident management
From my point of view is desirable to have different identifiers for problems and incidents and also it should be stored in different tables.
I agree with Leif, it is very important to have a logical relationship between incidents and problems, it could be a DBlink between databases or between problem and incident table.
It is important because for e.g. when a problem with some incidents associated is closed, all incidents associated with this problem should be solved, if there is no relationship some times a problem could solved and it "relates" incidents could remain as open, this is very dangerous specially for Incident Management SLA compliance.
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