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Single or Multiple Tickets?

Posted: Thu Nov 16, 2017 8:30 am
by rgolding
Hi All,

Our service desk receive a monthly excel spread sheet from HR with a list of all leavers from our organisation, asking for their accounts to be disabled from our system.

The problem is this can be up to 150 people.

Should we raise one request and cover the entire lot in one go, or 150 individual tickets?

Even if we log one ticket with 150 tasks the admin time will be huge, but if we only log one ticket it looks like our desk has spent all day on one task!

Any ideas on best practice for this issue?

Many thanks
Rob

Posted: Thu Nov 16, 2017 10:49 am
by UKVIKING
Best practise is what you do that fits your organisation

So if the excel spreadsheet is used to add new users at the same time

one ticket is fine I think

if the spreadsheet is divided into groups of users 20 at a time
1 task or ticket per bunch is fine as is 1 ticket

it just depends on how your org wants it

Posted: Tue Mar 13, 2018 5:03 pm
by Conan02
UKVIKING wrote:Best practise is what you do that fits your organisation

So if the excel spreadsheet is used to add new users at the same time
crédit
one ticket is fine I think

if the spreadsheet is divided into groups of users 20 at a time
1 task or ticket per bunch is fine as is 1 ticket

it just depends on how your org wants it
Thank you for your sharing :)

Re: Single or Multiple Tickets?

Posted: Mon Jan 07, 2019 6:09 pm
by GlasgowIT
Hi,
I work on a service desk and we revive a weekly report listing all leavers for rolling 3 months.
We currently check if the accounts are live and if so log individual leaver calls for them.
We are under strict timescales to do this and disable their login accounts within 48 hours which can be difficult.
We have no easy way of checking these leavers as we have not got any automated tools to do this.
Curious to know how other organisations action leaver reports from HR. We find the current way extremely time consuming.
Thanks