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The Itil Community Forum: Forums
ITIL :: View topic - Single or Multiple Tickets?
rgolding Newbie Joined: Nov 16, 2017 Posts: 1
Posted: Thu Nov 16, 2017 11:30 pm Post subject: Single or Multiple Tickets?
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?
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3581 Location: London, UK
Posted: Fri Nov 17, 2017 1:49 am Post subject:
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
ITSM Manager's Certificate (Red Badge)
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