Thank You. On Dec 28, 2007 2:54 PM, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> ** Ranjith, > > Customer is the actual person wanting to report the incident who is > impacted by it.. Contact is the person who is following up the status of the > incident on behalf of the Customer, where in many cases the Customer Contact > is the same as the Customer... The Customer will be notified of the > Resolution while the Contact is notified about all other communication pre > resolution.. > > Cheers > > Joe > > -----Original Message----- > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] Behalf Of *Ranjith > *Sent:* Friday, December 28, 2007 3:39 PM > *To:* [email protected] > *Subject:* Re: Incident Request > > ** Thanks for all your replies. I was wondering if somebody using Incident > Management can answer the difference between Customer and Contact and the > notification handling. > > On 12/28/07, Roger Justice <[EMAIL PROTECTED]> wrote: > > > > ** In the Application Administration Console there is a way to set this > > for Change Management. Incident Management does not have a User selectable > > entry so you must change the lenght of time from Resolved to when you want > > the ticket closed through the escalation already provided. > > > > -----Original Message----- > > From: Ranjith <[EMAIL PROTECTED] > > > To: [email protected] > > Sent: Fri, 28 Dec 2007 2:56 pm > > Subject: Incident Request > > > > ** Hello Everyone > > > > I hope someone using ITSM 7.0 can answer my query. > > > > What is the OOB functionality for an Incident to Auto Close once the > > status has been resolved. Is there a definite time period say 24 hrs or 2 > > business days and Where do we configure it ? Also, What is the difference > > between Customer and Contact on the Incident Management Console. Who gets > > the closure notification and Survey? > > > > Thanks for your time in advance... > > Ranjith > > Tulsa, OK > > > __20060125_______________________This posting was submitted with HTML in > it___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
