Posted: Thu Mar 30, 2017 5:26 pm Post subject: Process Incident with hardware.
I'm process solution Key User for SNOW in my enterprise and Problem Manager.
We've got a question regarding process with Incident material.
In my enterprise we discuss around one type of Incident.
1 - Client call helpdesk to open an Incident with his printer.
2 - Onsite Support replace it by another one available in HotSpare.
3 - Service is restored and Incident is closed.
4 - What about the faulty printer ? How can we proceed to trace repair ?
We need to send this printer to supplier, but how can we proceed to trace it in our ITSM ?
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