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How to get from incident to change ?

Posted: Mon Sep 16, 2013 4:13 am
by Gelflin
When a user creates an incident at the servicedesk and after analyses, a change is the solution...whats the best way to get from incident to change ? You know the root cause and the solution so it can't become a Problem.... Who inititiates the change request ? The user ? The service desk ?
What becomes the state of the incident ? solved (but user still has no solution)? stays open (you get SLA violations) ? put on waiting (timers stopped untill change is implemented) ?....