Messages posted by Fred Michiels

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Messages posted by: Fred Michiels

Forum Index » Profile for Fred Michiels » Messages posted by Fred Michiels

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Helpdesk » ITIL : Incident vs RFS » Go to message

Hi,
Having a discussion at job wheter a closed RFS should be reopened if not executed completly or a new incident should
be raised. Keeping in mind that a Incident = help on something I had but does not function anymore and a RFS = is need something I didn't have before.

1st Example : User enters RFS for a new hardware. Hardware has been delivered and placed at the user's desktop but it's not the correct piece of hardware.

2nd Example : User enters RFS for SAP Authorisation, but user recieves the incorrect authorisation

What does ITIL say in this matter?

Thx in advance.

Forum Index » Profile for Fred Michiels » Messages posted by Fred Michiels

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