Incident 11 Months Old

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Posts: 1
Joined: Thu Jul 19, 2018 8:00 pm

Fri Jul 20, 2018 2:07 am

Good morning,

We have currently few cases pending in our queue which are 3 months old / 4 months old / even 11 months old.

Parties involved: End-user - Our Service Desk = Our Customer (Where end-user is coming from)

End-user is reaching out to our SD as SPOC.
We can't resolve issue therefore our escalation point is going to Customer IT as 2nd / 3rd level support.

Today ticket is 11 months old & constantly we're reaching out to Customer IT, who haven't resolved this issue.

What I don't like:

1) We have very old tickets in our Queue;
2) We are constantly spending time on reaching out to Customer IT who hasn't resolved issue.

What I think is what we need to do:

1) Close case with proper resolution that unfortunately, we're not able to resolve this incident (Face reality).

Our Incident management team is thinking opposite - they think that ticket needs to be open until it's resolved.

Your Opinion? How do you deal with such situations in your company?

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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Fri Jul 20, 2018 3:03 am

First question

Is the service still down or impaired ?

Is the service working but at a reduced level of service for 11 months ?

If so, then this is NOT an incident any more

1 the customer has accepted a lower level of service
2 the service is no longer impacted

3 - raise a problem record against the situation

4 - close the Incident as the service impacted is at an acceptable level
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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