Posted: Thu May 24, 2018 10:56 am Post subject: Major incident ticket - Assignment Group
Need to understand how the major incident ticket handling happens in other organisations as of today. I would elaborate.
We have a major incident group which runs with the major incident (end to end). After the major incident has been service restored who should take ownership of the ticket in the tool (we use Service now).
Should it be -
1. Major incident group who ran with the MI. OR
2. Should it be assigned to the technical SME who is the RCA owner.
NB - Assuming all groups are set in Service now in the first place.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum