Search found 2 matches

by Krwlng
Sun Dec 11, 2016 9:18 am
Forum: The ITIL Service Desk
Topic: Multiple incidents for various resolver groups
Replies: 2
Views: 8598

Multiple incidents for various resolver groups

Hi there I have got an issue here. Are we allowed to create multiple incidents for 1 issue to account for work done by resolver groups? I. E Susan is unable to login to pc. The desktop team checks and says it's not the desktop and wants a case created for them to account for their work done. The bac...
by Krwlng
Wed Jan 20, 2016 5:16 pm
Forum: ITIL Discussion
Topic: Should service desk tool be used to track user feedback?
Replies: 0
Views: 3897

Should service desk tool be used to track user feedback?

Our helpdesk supports IT, Estates and facilities issues. More often than not, we receive alot of feedback from staff and public on what the feel could be an improvement. Should these be tracked as incidents and service requests or passed on to the relevant departments via email? What would be the be...