Ranjith, Customer is the actual person wanting to report the incident who is impacted by it.. Contact is the person who is following up the status of the incident on behalf of the Customer, where in many cases the Customer Contact is the same as the Customer... The Customer will be notified of the Resolution while the Contact is notified about all other communication pre resolution..
Cheers Joe -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ranjith Sent: Friday, December 28, 2007 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Request ** Thanks for all your replies. I was wondering if somebody using Incident Management can answer the difference between Customer and Contact and the notification handling. On 12/28/07, Roger Justice <[EMAIL PROTECTED]> wrote: ** In the Application Administration Console there is a way to set this for Change Management. Incident Management does not have a User selectable entry so you must change the lenght of time from Resolved to when you want the ticket closed through the escalation already provided. -----Original Message----- From: Ranjith <[EMAIL PROTECTED] > To: arslist@ARSLIST.ORG Sent: Fri, 28 Dec 2007 2:56 pm Subject: Incident Request ** Hello Everyone I hope someone using ITSM 7.0 can answer my query. What is the OOB functionality for an Incident to Auto Close once the status has been resolved. Is there a definite time period say 24 hrs or 2 business days and Where do we configure it ? Also, What is the difference between Customer and Contact on the Incident Management Console. Who gets the closure notification and Survey? Thanks for your time in advance... Ranjith Tulsa, OK No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.17.9/1197 - Release Date: 12/25/2007 8:04 PM _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
