request user absence

An open discussion on issues related directly or primarily to the service or help desk.
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Almaz
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Newbie
Posts: 1
Joined: Mon May 20, 2013 8:00 pm

Tue May 21, 2013 11:23 pm

I am currently thinking about one issue, what opinions do you have?
We have ITSM software (ManageEngine Service Desk), where all users submits their requests. As soon as request was posted, we start to count down time for resolution. When IT guy contacts user he (user) can be out of office, when he is contacted again he is not in his place again it can last for days and weeks. Or in some cases if incident is not urgent and not important, user can deny to allow IT guys access to hes PC. What is better to do in that case. Because such kind of requests can stay open for a long time this have bad impact on overal statistic and our KPIs.
Thank you


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KenLuo
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Posts: 55
Joined: Fri Nov 02, 2012 8:00 pm
Location: Singapore

Sat Jun 01, 2013 3:55 am

Notify the requester 3 times, if no further response (of course, not OOO), close the ticket.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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