ITIL states the the Helpdesk should be the incident owner. The incident can be assigned to any support group.
Helpdesk should be the single point of contact (opening the incident, giving the user a fix, workaround, making sure the incident is resolved, cradle to grave) This is ITIL's method. Kevin P. ** I understand both concepts - perhaps I need to clarify. Ticket comes in and the ticket is Auto-assigned to the Help Desk (Assigned Group). The Help Desk feels they should be the Incident Owner (Owner Group). The Help Desk then assigns the ticket to a Support Group (now the support group is the Assigned Group). The Support Group believes they should be the incident owner (Owner Group). In a message dated 5/5/2008 9:49:05 A.M. Pacific Daylight Time, [EMAIL PROTECTED] writes: Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Monday, May 05, 2008 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Hi Kathy, The Helpdesk really should be the owner of any incident. It's best that the customer has only one single point of contact -> the helpdesk.. they need to own the incident from cradle to grave.. and they should be able to spawn any change or problem from the given incident. >From a user's perspective, they hate being pushed around to 10 different "Support Groups" only to be handed off back to the Helpdesk... incident bouncing it not good. So to recap, Single point of contact -> Helpdesk (Keep your Level II,III from getting calls directly from customers) Incident owner -> Helpdesk (You can still assign it to other support groups) from cradle to grave. This method follows the Incident Process Flow Bar.. Hope this helps. Kevin P. ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
