Search found 2 matches

by jcordoba
Sun Jun 02, 2013 9:46 pm
Forum: The ITIL Service Desk
Topic: Resolution time
Replies: 0
Views: 5937

Resolution time

My application supports dont like to close tickets in Level 3, because the ticket is coming to them over your deadline.

They like to justificate all the tickets and this isnt the solution to the customer. What do you recommend me to solve this?

thanks
by jcordoba
Sun Jun 02, 2013 9:39 pm
Forum: The ITIL Service Desk
Topic: major incident messaging
Replies: 1
Views: 5349

Re: major incident messaging

Our organization implement emails groups notification by business service.

When a Major Incident done, the Incident Managers send email to this groups with a timeline of the incident in business words.

regards,