Search found 3 matches

by jroberts
Sun Jul 19, 2020 7:09 pm
Forum: ITIL Discussion
Topic: Incident vs Request
Replies: 1
Views: 2980

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
by jroberts
Sun Jul 19, 2020 7:05 pm
Forum: The ITIL Service Desk
Topic: New sub-ticket for 2nd level support?
Replies: 1
Views: 2409

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...
by jroberts
Sun Jul 19, 2020 7:02 pm
Forum: The ITIL Service Desk
Topic: Incident or Request?
Replies: 0
Views: 75

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...