I would like to say that we are quite effectively using PKEs to track bugs and enhancements (as it appears the system is intended to be used).
-A customer encounters a issue and opens an incident. -That incident is used to create a problem record if deeper investigation is needed. -When a bug is discovered, a PKE record is created (and marked as a bug) from either the incident or problem. Note that the incident is resolved as soon as any work around is provided. -When the best possible solution is discovered and tested, the PKE is set to status "Scheduled for Correction" and a Change record is entered. -Once the change has gone through it's lifecycle and is completed, the PKE is set to status "Corrected". Anne Ramey *********************************** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Stan Feinstein Sent: Thursday, April 02, 2009 11:38 AM To: arslist@ARSLIST.ORG Subject: Re: Bug Tracking and ITSM suite ** Nicky, That works as well. Stan ----- Original Message ----- From: Nicky Madjarov<mailto:nmadja...@verizon.net> Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Sent: Thursday, April 02, 2009 7:37 AM Subject: Re: Bug Tracking and ITSM suite ** Stan. I hope you are not going to be angry on me if I slightly change the process you are suggesting (exactly like Bill Belichick would do with the palybooks of the other fellow coaches when he put hans on them). 1. user submits incident report 2. analyst troubleshoots, confirms the application deffect and a. creates problem record; b. relates the incident to the problem and then closes the incident; 3. problem management investigates root cause and possible solutions, in the mean time any new incidents reporting the same deffect are related to the problem record. 4. management approves solution (I don't believe it will be the CAB at this point) 5. project is initiated (in the Action Program Manager or other release mgmt tool) for implementing the approved solution 6. change is initiated when the solution is ready 7. solution is implemented, CMDB is updated if necessary, change and problem are closed. Open deffect = persisting problem in your environment There you go, ITIL in action .... Regards, Nicky Madjarov phone: 973-202-4278 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
