Search found 9 matches

by prasadabr
Tue Oct 20, 2009 2:30 am
Forum: The ITIL Service Desk
Topic: how does one calculate the SLA a ticket that was reassessed
Replies: 5
Views: 6583

thank you for your reply.

But what does ITIL recommend in such cases?
by prasadabr
Mon Oct 19, 2009 5:22 pm
Forum: The ITIL Service Desk
Topic: how does one calculate the SLA a ticket that was reassessed
Replies: 5
Views: 6583

how does one calculate the SLA a ticket that was reassessed

Hello Folks, how does one calculate the SLA a ticket that was reassessed(upgraded). What do we consider the Start time as?. 1.The time at which the ticker was created?. 2.Time at which the ticket was reassessed to a greater priority?. ILLUSTRATION Sev 2 ticket opened at 10:00 am The same ticket reas...
by prasadabr
Wed Apr 30, 2008 12:00 pm
Forum: Problem Management
Topic: How to close a problem ticket that is used only to find RC
Replies: 7
Views: 8431

by prasadabr
Wed Apr 30, 2008 10:22 am
Forum: Problem Management
Topic: How to close a problem ticket that is used only to find RC
Replies: 7
Views: 8431

by prasadabr
Wed Mar 26, 2008 4:06 pm
Forum: Change Management
Topic: On-going Changes-
Replies: 4
Views: 4418

On-going Changes-

by prasadabr
Wed Mar 05, 2008 3:59 pm
Forum: ITIL Discussion
Topic: Difference between Active Monitoring and Passive Monitoring
Replies: 5
Views: 7898