Search found 2 matches

by christianMDU
Tue Jan 22, 2019 9:56 am
Forum: The ITIL Service Desk
Topic: Does the presence of a workaround affect the priority of an incident?
Replies: 2
Views: 8064

Re: Does the presence of a workaround affect the priority of an incident?

UKVIKING wrote:
Tue Jan 22, 2019 12:57 am
The incident can be closed if the work around is applied and the users can use the functionality

The classification - priority and severity - should not be changed

And it also depends on your IM Policy
Thanks!
by christianMDU
Mon Jan 21, 2019 6:50 am
Forum: The ITIL Service Desk
Topic: Does the presence of a workaround affect the priority of an incident?
Replies: 2
Views: 8064

Does the presence of a workaround affect the priority of an incident?

I'm new to ITIL and looking for feedback/opinion on whether or not the presence of a known workaround affects the priority (urgency vs. impact)? The workaround is valid but means the user has to change the way they would normally do things. A little bit of background: an in-house application has sea...