Search found 3 matches

by diGit_S
Wed Sep 08, 2010 2:00 pm
Forum: The ITIL Service Desk
Topic: Incident Management - define a 'sleeping ticket'
Replies: 7
Views: 7975

Steven, you seem to be saying that someone has asked you to report on sleeping incidents, and you don't know what is meant by that phrase, but you are happier to have us help you form some definition that will allow you to report stats on such incidents. Unless the requester, by some coincidence, h...
by diGit_S
Tue Sep 07, 2010 1:06 pm
Forum: The ITIL Service Desk
Topic: Incident Management - define a 'sleeping ticket'
Replies: 7
Views: 7975

Thx for the welcome. Yeah, well... it's definitely not a standard ITIL term, it's rather something someone ranked up higher than me invented i guess... Also, I'm new to ITIL, but eager to learn :) SLA's are defined and are to be met off course. Now we would like to check if there is a possibility th...
by diGit_S
Tue Sep 07, 2010 10:26 am
Forum: The ITIL Service Desk
Topic: Incident Management - define a 'sleeping ticket'
Replies: 7
Views: 7975

Incident Management - define a 'sleeping ticket'

Hello guys!

First post here, hope anyone can help me out.

I'm looking for a standard (en thus emperic ;) ) definition of a 'sleeping incident'.
How long should an open incident be inactive before you can call it 'sleeping'?

I need this for some reporting job.

Thx for any input!

Steven