ITIL suggests the following process for Problem:
1. Only Support Personnel can create a Problem 2. Problems are Assigned to the Problem Manager Group 3. The Problem Manager determines that it is a valid Problem and assigns it to the appropriate Support Group for review and find a work around or fix the root cause 4. The future enhancement will be to allow approvals on Problems I do agree that they should have left out the 2 values since they can now add them later. -----Original Message----- From: Christian Rom <[EMAIL PROTECTED]> To: [email protected] Sent: Tue, 29 May 2007 2:29 pm Subject: ITSM 7: Problem Management ** Listers, does anyone know what the Support Org and Support Group Name menus are for on the PM Requester tab ? They are required fields but don't seem to do anything. That also means that you can only have a requester who is also support staff since your regular customers are not in any support group. BMC has not been able to provide a good explanation and there is nothing in the user guides. Also, have you noticed that there are two status values that, when selected, throw up an error The problem investigation status values Request For Authorization and Rejected are reserved for future use. Select another status. (ARNOTE 1630100) Why add these values to a release if they are not being used ? Request for Authorization Rejected Rgds, Christian H. Rom Schlumberger - Service Desk Engineering __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
