ITSM 7.0 p5 ARS 7.1 SQL Server 2005 Windows 2003 Have a question pertaining to how a Problem record should be processed when created due to a reoccurring, high impacting incident.
Scenario: An incident has been reoccurring. Help desk folks along with some tier 2 folks are unable to solve the issue. The incident now needs to be escalated to the Problem Management team for a root cause discovery. Steps in Remedy: The Incident Manager creates a Problem ticket from the Incident record. This is done from the incident relationship tab. Question? 1. Should the incident manager be assigning the ticket to a specific Problem Manager and also selecting the Problem Assign group and user? OR 2. Should the Incident manager create the Problem ticket with as much detail as is available and let the system assign the ticket to a Problem management group. A problem manager will then analyze the issue and assign it to the appropriate Problem Assignee for further investigation? I think that option 2 makes the most sense but am getting some different opinions. Thoughts? Frank Caruso _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
