Relationship between Incidents and Problems/Known Errors
We have been using the professional version of SDP and are considering buying the enterprise version.
With regards to the use of ITIL, what is the relationship between Requests (Incidents) and Problems/known errors in SDP Enterprise. As it stands, when an incident cannot be resolved in a reasonable timescale, we manually change it to a Problem/Known Error.
Is there any automatic escalation process in SDP Enterprise?
With regards to the use of ITIL, what is the relationship between Requests (Incidents) and Problems/known errors in SDP Enterprise. As it stands, when an incident cannot be resolved in a reasonable timescale, we manually change it to a Problem/Known Error.
Is there any automatic escalation process in SDP Enterprise?