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The Itil Community Forum: Forums
ITIL :: View topic - Incident 11 Months Old
Gotfight Newbie Joined: Jul 20, 2018 Posts: 1
Posted: Fri Jul 20, 2018 4:07 pm Post subject: Incident 11 Months Old
We have currently few cases pending in our queue which are 3 months old / 4 months old / even 11 months old.
Parties involved: End-user - Our Service Desk = Our Customer (Where end-user is coming from)
End-user is reaching out to our SD as SPOC.
We can't resolve issue therefore our escalation point is going to Customer IT as 2nd / 3rd level support.
Today ticket is 11 months old & constantly we're reaching out to Customer IT, who haven't resolved this issue.
What I don't like:
1) We have very old tickets in our Queue;
2) We are constantly spending time on reaching out to Customer IT who hasn't resolved issue.
What I think is what we need to do:
1) Close case with proper resolution that unfortunately, we're not able to resolve this incident (Face reality).
Our Incident management team is thinking opposite - they think that ticket needs to be open until it's resolved.
Your Opinion? How do you deal with such situations in your company?
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3603 Location: London, UK
Posted: Fri Jul 20, 2018 5:03 pm Post subject:
Is the service still down or impaired ?
Is the service working but at a reduced level of service for 11 months ?
If so, then this is NOT an incident any more
1 the customer has accepted a lower level of service
2 the service is no longer impacted
3 - raise a problem record against the situation
4 - close the Incident as the service impacted is at an acceptable level _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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