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The Itil Community Forum: Forums
ITIL :: View topic - Raising separate ticket for each issue - same user same day
BharatGupta Newbie Joined: Apr 09, 2013 Posts: 1
Posted: Tue Apr 09, 2013 9:56 pm Post subject: Raising separate ticket for each issue - same user same day
I am keen to know if we should raise separate ticket for different issues for same user in same day or should we raise just one ticket?
(I know it has nothing to do with ITIL framework, but want to know the thought of majority )
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3574 Location: London, UK
Posted: Tue Apr 09, 2013 11:39 pm Post subject:
If the issues are different, yes you would open a ticket for each issue
and despite your post - which signifies that your knowledge of ITIL / ITSM is extremely lacking, this is core to IT Service Management as well as ITIL
ITIL states in quite clear.. all incidents get recorded separately
If he has several incidents, you have to deal with several incidents _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
KenLuo Senior Itiler Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Thu Apr 11, 2013 5:36 pm Post subject:
You mentioned "same day", so they might be in different time. If so, multiple tickets are required, as you don't know whether they're the same issue or not. _________________ Luo, Tian-Hong (Ken)
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