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ITIL :: View topic - ITIL - incident Management
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ITIL - incident Management

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Joined: Jul 12, 2017
Posts: 1

PostPosted: Wed Jul 12, 2017 6:32 pm    Post subject: ITIL - incident Management Reply with quote

We received a TMART alert stating URL unavailability of a critical application . It is designed it such a way that the automated Incident will get created and assigned to the application support group . Now for handling the Major incident process for the above service outage i manually created it and involved the team to work on this case

I would like to get clarified whether my act of creating the Incident manually a incorrect one according to the ITIL guidelines ??

Thanks in advance for the reply
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Thu Jul 13, 2017 4:36 pm    Post subject: Reply with quote

No . Why ?

ITIL is merely a set of advice / guidance on how to do IT Service Manageemnt well

The true source on the way you do things is in your policies
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Joined: Aug 16, 2017
Posts: 3

PostPosted: Wed Aug 16, 2017 3:40 pm    Post subject: Reply with quote

Is Alert Generated or not?

ticket should automatically raised as per your setup. can you please define what is purpose of creating new ticket?
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