Merging Requests
SDP ver 6
Build 6014
Hi
We are using the merge requests to manage mulitple incidents that are part of the same problem (we have used ITIL terminology in our categories), so, if we have a major issue that may affect many users ie VPN or Server is down we log this a "Problem", we then log subsequent calls relating to the same issue as seperate "Incidents" & then merge them with the original "Problem" ticket. Once the overriding issue is resolved we just close the original "Problem" ticket.
This seems to work apart from the fact that as soon as you merge a ticket in to another one SDP doesn't report the new ticket (ie the stats do not show a new ticket has been raised), also if a user that logged one of the resulting "incidents" checks the status of that ticket it shows as open, even tho there is a completed time on the ticket & it is not showing anywhere else (stats) as open.
I am just wondering:
a) how other people that do not have ver 7 Enterprise (ITIL Compatible) manage this kind of scenario??
b) if the way we are doing it is most sensible then is there any way to change the issues described?
Any advice appreciated!!!
Many thanks
Build 6014
Hi
We are using the merge requests to manage mulitple incidents that are part of the same problem (we have used ITIL terminology in our categories), so, if we have a major issue that may affect many users ie VPN or Server is down we log this a "Problem", we then log subsequent calls relating to the same issue as seperate "Incidents" & then merge them with the original "Problem" ticket. Once the overriding issue is resolved we just close the original "Problem" ticket.
This seems to work apart from the fact that as soon as you merge a ticket in to another one SDP doesn't report the new ticket (ie the stats do not show a new ticket has been raised), also if a user that logged one of the resulting "incidents" checks the status of that ticket it shows as open, even tho there is a completed time on the ticket & it is not showing anywhere else (stats) as open.
I am just wondering:
a) how other people that do not have ver 7 Enterprise (ITIL Compatible) manage this kind of scenario??
b) if the way we are doing it is most sensible then is there any way to change the issues described?
Any advice appreciated!!!
Many thanks