Single or Multiple Tickets?

An open discussion on issues related directly or primarily to the service or help desk.
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rgolding
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Thu Nov 16, 2017 8:30 am

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


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UKVIKING
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Thu Nov 16, 2017 10:49 am

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
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Conan02
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Tue Mar 13, 2018 5:03 pm

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 :)
GlasgowIT
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Mon Jan 07, 2019 6:09 pm

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
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jpgilles
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Wed Mar 06, 2019 5:10 am

If your process and ITSM tool allows it, you could have one single ticket handlig that monthly request. That ticket generates as many tasks as required to complete the request.
For example a task can be to delete all items for a single user or all the windows account for all users while another task is to delete all Unix accounts, or even one task for deleting each single account of each user. Most of the tasks should be automated.

The SLA relates to the ticket, but in case it is not met, instead of measuring only how many tickets do not respect SLA, you can also measure what percentage of tasks were not completed, of with type, ... So you can quickly identify required improvements...
JP Gilles
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