Tickets that are open for some arbitrarily long amount of time may or may not be valid depending on your environment. The best way that I can see to incent users to clean up their queue is to publish reports that highlight ticket age. Don't make it a punishment, just increase visibility and the problem will likely heal itself, that is if management cares about the results. If they don't, I think you might be fighting an uphill battle.
$.02 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, November 30, 2011 8:43 AM To: arslist@ARSLIST.ORG Subject: Standard for Old tickets ** Hi All, This is probably a common problem. I have some open tickets that are 3-4 years old and the assigned person has never gone back to close. My thinking is if the ticket is open for more than a year, it's a dead issue. As such I would like to go in an close these to get them out of the queue. However these same assigned persons will likely scream some injustice if I do so. Is anyone aware of a best practice or ITIL standard that I can use to justify closing these tickets? Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
