Search found 3 matches
- Sun Jul 19, 2020 7:09 pm
- Forum: ITIL Discussion
- Topic: Incident vs Request
- Replies: 1
- Views: 3761
Re: Incident vs Request
We just implemented ServiceNow. From an incident you can create a Request (an associated child record) from the incident, however we can't do it the other way around
- Sun Jul 19, 2020 7:05 pm
- Forum: The ITIL Service Desk
- Topic: New sub-ticket for 2nd level support?
- Replies: 1
- Views: 3440
Re: New sub-ticket for 2nd level support?
Most definitely! Ideally (assume your ITSM tool will) you should keep a parent incident and issue tasks (or a child incident) linked to the parent. However, if the issue is being handed off and that team will complete and resolve the incident should be transferred. The only gotcha here is metrics. Y...
- Sun Jul 19, 2020 7:02 pm
- Forum: The ITIL Service Desk
- Topic: Incident or Request?
- Replies: 1
- Views: 1106
Incident or Request?
Incidents are both easy and not so much. A degraded service or outage sounds simple, right? We typically view this as anything that impacted one of our users or a service. So, if we we have an agent on an endpoint that isn't reporting back to us as we would expect, would you classify this as an inci...