Just an idea but maybe you can design a survey for ‘How are we doing’ for issues that have been opened longer than normal. The survey could be designed to be sent out after a ticket goes into a black-hole for whatever a tolerable threshold may be.. Maybe a comment section in such a survey could be used to update the ticket depending on the contents of that comment. With such a survey you get to hear from the original source on whether the issues is still an issue or a non issue and probably end up closing at least a small percentage of them on realizing it’s a non issue...
Such a survey may even give a management view of potential bottleneck areas in areas of incident and problem management during the resolution process instead of just attempting to get that picture at the end of it with a ‘How did we do’ kind of a survey that currently exist out of the box.. Joe From: Brittain, Mark Sent: Wednesday, November 30, 2011 1:18 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Standard for Old tickets ** Thanks for the input. Had not considered the survey piece, nice catch. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Manara Sent: Wednesday, November 30, 2011 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: Standard for Old tickets ** Also consider: Does completing the ticket trigger a Customer Satisfaction survey? You might be surprised by the reaction of the populace to what was considered a "dead issue." Tread lightly and inform the Incident Manager. Jim Manara 480-273-0934 -------- Original Message -------- Subject: Re: Standard for Old tickets From: "Pierson, Shawn" <shawn.pier...@sug.com> Date: Wed, November 30, 2011 9:55 am To: arslist@ARSLIST.ORG ** I personally would not make such a decision on what to do to those tickets. Instead, the process owner of Incident Management should be made aware of the fact, provided a report, and they should decide what happens from there. We had a similar problem at my employer several years ago until we started publishing reports and I built some rules into SLM to help guide people to close things in a timely manner. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Wednesday, November 30, 2011 10:43 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"_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _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"
