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pending tickets

Posted: Tue May 31, 2016 10:23 am
by lezawang
Hello everyone

I work for a help desk. We allow users to submit online request for any computer issues (hardware or software) or for any request e.g. installing new software on a computer. However sometime users report an issue using our online form but forget to include key information, for example, where this computer is located, what is computer serial number (to check warranty status) etc. Right now if the user missed providing any key information we put the ticket on "Pending" status. The pending ticket will stay with the help desk until the missing info is given. We send an email to user asking to provide us the missing info. When user reply and give us the missing info, then we assign the ticket to appropriate department (for example to field service if it is hardware issue or to software dept if it is software issue). If the user failed to provide the missing info then the ticket will be closed after 7 days.

My question, how ITIL handle case like that? What is the process and what is called? Thank you so much in advance.

Posted: Thu Jun 02, 2016 4:06 pm

ITIL is not a how to or must do framework. ITIL provides guidance on how to do things in IT SM well - effective and efficient with the following phrase - adopt and adapt. Make your own processes fit your own environment.

ITIL for Incident mgmt says track every incident
You are doing that
ITIL says ticket must follow a process
You are doing that
ITIL says process must be managed by the Serviec Desk
You are doing that

You are following the guidance for IT SM from ITIL Best practice