Search found 3 matches

by Sreeni2020
Sat Jun 04, 2016 8:21 am
Forum: The ITIL Service Desk
Topic: How to log Effort / ticket for mass updates
Replies: 6
Views: 12643

Thank you UKVIKING.

we are using snow. I am using an approach of parent and child for this. This make it easy to report as 1 incident, child incidents show machine which are impacted.

Thank you for your advise.
by Sreeni2020
Sat May 14, 2016 7:51 pm
Forum: The ITIL Service Desk
Topic: How to log Effort / ticket for mass updates
Replies: 6
Views: 12643

Reports are not accurate. Because, 40 efforts is shown as one ticket. I think logging 40 tickets on users (every month) is not appropriate because, they didn't request for this nor report this as an incident. We have seen resistance from user in getting ticket info on his system, ticket closure info...
by Sreeni2020
Sat May 14, 2016 7:03 am
Forum: The ITIL Service Desk
Topic: How to log Effort / ticket for mass updates
Replies: 6
Views: 12643

How to log Effort / ticket for mass updates

Greetings to all ITIL SD folks. I often get security reports which says, there 40 to 50 machines missing the security patch. SCCM couldn't patch these machines due to numerous reasons. Action on our SD team is to manually patch those machines. My question is how to track the effort? It is useless to...