On 11/29/2012 10:55 PM, Timothy Sipples wrote:
Nevertheless, you are allowed to mark the problem incident as Severity 1 whenever you have somebody on shift.(*) Therefore it's possible to have your first qualified support person come in at, say, 8:00 a.m. and raise the PMR to Severity 1. Then, as your last qualified support person turns the lights out, that person lowers the PMR to Severity 2 (or lower if appropriate). Loop, repeat if necessary. That's entirely within the rules and even expected/recommended if you have a problem requiring Severity 1 attention from IBM.
Interesting concept. Is this a common practice? Is anyone on IBM-MAIN routinely doing this?
-- Edward E Jaffe Phoenix Software International, Inc 831 Parkview Drive North El Segundo, CA 90245 http://www.phoenixsoftware.com/ ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: INFO IBM-MAIN
