Page 1 of 1

How many tickets should be logged according to ITIL

Posted: Tue Feb 23, 2016 2:02 pm
by lAI
If i have a user that calls in and says they cant send or received emails in outlook and it is discovered that their password has expired and needs to be reset. Once the Password has been reset the user can now send and receive emails in outlook.

How many tickets should be logged for this?

I have argument on my team stating that ITIL states you need two tickets logged, one for outlook not working properly and one for the password reset.

My argument on this is, outlook is working just fine, it is the password that needs to be reset and therefore only one ticket is needed.

Any documentation on this from an ITIL standpoint would be greatly appreciated.

Posted: Tue Feb 23, 2016 2:40 pm

1 - the service desk would open 1 ticket when the user raises the issue that they can not use the service - Email.

2 - The resolution group who resolves the issue records the solution as a password reset for the individual

1 ticket would be the normal response.

however, ITIL does not really care whether you have 1 or 100 tickets.

In addition, your own processes may require a service request to reset the password so that these can be tracked.

If so, then there are two tickets - one an incident, one a service request

Posted: Tue Feb 23, 2016 3:16 pm
by lAI

I understand what you are saying and i thank you for that bit of insight. I still struggle to understand why an incident would be needed as there isnt anything that is broken with outlook. it is a password reset that is keeping it from responding normally.

Posted: Wed Feb 24, 2016 2:07 am

The user / customer perceived there was an issue with the service - the user / customer contacts the service desk to raise an incident

Whether or not the service is actaully being impacted, the user sees it that way

Posted: Mon Mar 28, 2016 3:36 am
by arun121
I thing according to ITIL states you need two tickets logged.

Posted: Mon Mar 28, 2016 4:35 am


Please explain where in the ITIL Books it states twoi tickets need to be opened