Raising separate ticket for each issue - same user same day

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Mon Apr 08, 2013 8:00 pm

Tue Apr 09, 2013 7:56 am

Hi friends,

I am keen to know if we should raise separate ticket for different issues for same user in same day or should we raise just one ticket?

(I know it has nothing to do with ITIL framework, but want to know the thought of majority :) )


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Tue Apr 09, 2013 9:39 am


If the issues are different, yes you would open a ticket for each issue

and despite your post - which signifies that your knowledge of ITIL / ITSM is extremely lacking, this is core to IT Service Management as well as ITIL

ITIL states in quite clear.. all incidents get recorded separately

If he has several incidents, you have to deal with several incidents
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Senior Itiler
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Thu Apr 11, 2013 3:36 am

You mentioned "same day", so they might be in different time. If so, multiple tickets are required, as you don't know whether they're the same issue or not.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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