Resolved means the customer still has a chance to re-open the ticket. No one should be able to re-open a Closed ticket.
-----Original Message----- From: SUBSCRIBE arslist Melissa [mailto:melissa.r...@stls.frb.org] Sent: Wednesday, January 20, 2010 3:56 PM Subject: Re: Resolved vs.Closed Incidents ** I believe the ITIL process says something about verifying with the customer that everything is resolved before closing it. That way if there are still issues, it can be put back into in progress status and continued to be worked. From: Jase Brandon <jasebran...@gmail.com> To: arslist@ARSLIST.ORG Date: 01/20/2010 03:54 PM Subject: Resolved vs.Closed Incidents Sent by: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> ________________________________ ** Hello All, I know this is probably an easy question, but I couldn't give an answer other than "that's how we have always done it" Someone asked me today to justify why we go from Resolved to Closed, instead of directly to Closed. I answered with the escalation closes after INC has been resolved for X amount of time, etc.. but couldn't give a concrete answer as to why the process is to set to Resolved first. I seem to remember this is just ITIL - can anyone enlighten me with a quick blurb? Thanks, Jase Brandon Quality Technology Services ARS 7.1 Windows 2003 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
