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What is the "best practice" for Service requests (not incidents)  XML
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[Post New]18/06/2012 12:23:01
    Subject: What is the "best practice" for Service requests (not incidents)
[Up]
coman
SysAider

SysAider from release 7.5 Norway
Joined: 15/06/2012
Messages: 23
Offline
In the Service Desk we have Incidents, Change Requests and Problems.

But lets say we receive a wish for some new hardware to a enduser, or someone wants access to a folder on our fileshare. This is not a Incident. I just want to know what you consider the best practice for handling those sort of cases.

- Enterprice v.8.5
[Post New]18/06/2012 15:33:40
    Subject: Re:What is the "best practice" for Service requests (not incidents)
[Up]
CarlH
Elite SysAider

SysAider from release 4.5 United States Pathfinder
Joined: 30/01/2009
Messages: 178
Offline
I guess I don't follow.

Are you saying that you're classifying requests as either incidents, change requests, or problems?
[Post New]18/06/2012 15:36:15
    Subject: Re:What is the "best practice" for Service requests (not incidents)
[Up]
sarah
SysAid CEO


Meet me in Vegas - SysAid technology Conference - 28-30/4/2010
Joined: 14/04/2008
Messages: 547
Offline
Hello

You are correct in 8.5 it will be consider as an incident even thought is shouldn’t.
In SysAid SysAid's 9th Generation Available currently for Cloud Users we have implemented request that address your need.
Please review under the below link FR#9596
http://www.sysaid.com/release-90.htm

Thanks
Sarah Lahav
[Post New]19/06/2012 05:50:52
    Subject: Re:What is the "best practice" for Service requests (not incidents)
[Up]
coman
SysAider

SysAider from release 7.5 Norway
Joined: 15/06/2012
Messages: 23
Offline
Thats great!

I just read trough that article and i'm really looking forward to this upgrade.
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