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ITIL :: View topic - Problem KnowledgeBase Templates
Posted: Wed Dec 07, 2005 2:48 am Post subject: Problem KnowledgeBase Templates
Hi. I am going to implement problem KnowledgeBase next month. Somehow, after reading a few articles from the forum, I think it will be good to get some of the expert's input on what exactly I should be include into the PM KB.
For example, I will have the details like
Problem ticket #
Incident ticket #
Area affected
Problem Sev.
Target completion date (it can be auto generated depends on the severity)
Problem Description.
Steps taken
Resolver group leader (name)
Problem Resolver (name)
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