RSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of strauss
> Sent: Wednesday, November 07, 2007 4:15 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Question: ITSM 7.0 - Resolution & Recovery vs.
> Incident Closure
>
> They appear to have updated it with their new serv
r 07, 2007 3:56 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Question: ITSM 7.0 - Resolution & Recovery vs.
> Incident Closure
>
> Christopher - can you tell me where I can find this white paper?
>
> THANKS!
>
>
>
> -Original Message-
>
: ITSM 7.0 - Resolution & Recovery vs. Incident Closure
The most detailed description of this process, as defined by ITIL v2 and
implemented in ITSM 7, is in the white paper (Aug 2006) BMC Best Practice
Process Flows for ITIL Incident and Problem Management.
Christopher Strauss, Ph.D.
Remedy Data
Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, November 07, 2007 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Resolution & Recovery vs. Incident Closure
Funny you ask, T.
I found out that choosing "Resolution and Recovery",
takes the Incident to "In Progress" status.
Choosing "Incident Closure" takes the Incident to
"Resolved" status.
I'm having a hard time explaining this to people here.
The terminology is all mixed up. Is this what prompted
yo
On the Process Flow Status bar in ITSM 7.0 (Incident) - there is "Resolution and
Recovery" and "Incident Closure" - can someone explain the difference to me?
THANKS!
T.
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