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Inquiry Incident

Posted: Sun Apr 16, 2017 3:43 am
by alatareq

I hope you can help me on below

actually, I need to know once Incident been raised and been assigned to the appropriate support team to investigate the issue and provide their finding "resolution" of Incidents. so once support team provides their feedback, should they accept the (complete) an incident under their group or they should assign TT back to IT Service desk to get a confirmation from the user?

Thanks & BR

RE:Inquiry Incident

Posted: Thu Apr 20, 2017 7:06 pm
by VM
Hi alatareq,

Most of the organisations that I have come across, get the respective support teams follow up for confirmation and close the incidents. However, it depends on process that holds good for each organisation.

Warm Regards,