We've been using option 2 with the allowance that the Senior/Manager in Service Desk can pick the Assignee/Assignee Group if they know which group should be working on it or if that group is already working on the issue.
Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Frank Caruso Sent: Wednesday, October 21, 2009 6:43 AM To: [email protected] Subject: ITSM Problem Management Workflow 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" ********************************************************************** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
