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ITIL :: View topic - Planned DOwntime - Change vs Incident
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Planned DOwntime - Change vs Incident

 
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hsantosh88
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Joined: Sep 10, 2013
Posts: 4

PostPosted: Tue Sep 10, 2013 10:33 pm    Post subject: Planned DOwntime - Change vs Incident Reply with quote

Hi,

I would like to know, if a system is undergoing a planned downtime (for ex:maintenance) and in between if an incident is raised by any user, will that incident or ticket be valid? (Irrespective of what the issue the user is facing?)
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3293
Location: London, UK

PostPosted: Wed Sep 11, 2013 12:28 am    Post subject: Reply with quote

Well

The user can raise the incident ticket. There is no preventing that

The Service Desk can do one of the followin

a) close the ticket as the Maintenance window may be the cause of the incident to the user and inform him

b) leave it open - on hold - until the maintenance window is closed and see if the issue is still going on and then resolve

-
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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hsantosh88
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PostPosted: Wed Sep 11, 2013 1:39 am    Post subject: Reply with quote

Thanks John, if the issue is resolved after the maintenance, the ticket can be cancelled right? Or it should be resolved
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3293
Location: London, UK

PostPosted: Wed Sep 11, 2013 3:59 pm    Post subject: Reply with quote

closed not cancelled

cancelled implies the user raised in error

the user may not have known of the maintenance
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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