How can I find requests that have closed problems, and problems that have closed changes
I'm sure there is an easy answer, but I cannot find any list or report that shows me a list of requests where the problem has now been closed. Likewise, when a change is closed, I cannot see how this updates the Problem in any way, or notifes any users the problem can now be resolved (except by email).
I have seen the email notifications, but emails are a one time only action that are easily forgotton, or delivered to a technition on holiday, sick or otherwise unable to progress the case imediatly.
What is required is the following :
Request raised and investigated, problem created.
Question. What status is the request now? On Hold?
New request created, investigated and found to be same problem. New request linked with existing problem.
Problem investigated and cause identified, change created for perminent fix
Change implemented and closed.
Question. Without relying on emails, how do the incedent and problem technitions know that the change has been completed and that the original customer / requestor can now be informed?
There must be something automated, or even a flag against the propblem and/or request that the change is closed?
Surely it's not a manual process that requires the user closing the change to also close the problems and requests too is it? or have to inform the relevent department manager? This is too much of a manual process and open to mistakes.
We are looking to buy this software, but this apparent lack of comunication between modules is currently a magor stopping point for us.
Please tell us how this should be used properly. Thanks.
Chris