Posted: Wed Feb 24, 2016 5:02 am Post subject: How many tickets should be logged according to ITIL
If i have a user that calls in and says they cant send or received emails in outlook and it is discovered that their password has expired and needs to be reset. Once the Password has been reset the user can now send and receive emails in outlook.
How many tickets should be logged for this?
I have argument on my team stating that ITIL states you need two tickets logged, one for outlook not working properly and one for the password reset.
My argument on this is, outlook is working just fine, it is the password that needs to be reset and therefore only one ticket is needed.
Any documentation on this from an ITIL standpoint would be greatly appreciated.
I understand what you are saying and i thank you for that bit of insight. I still struggle to understand why an incident would be needed as there isnt anything that is broken with outlook. it is a password reset that is keeping it from responding normally.
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