Awaiting Evidence and Awaiting Problem

[bobbelterhshs]

1. What's the difference between Awaiting Evidence and Awaiting Problem?

2. Which status could we put tickets Waiting Upgrade/Waiting Release/Enhancements? Basically we get issues that are fixed in future versions but we want to keep tracking them so when we do take an upgrade then we can re-test those issues and put together a list of known issues that are being fixed.

[CapaJC]

1) Awaiting Problem, to me, means that a Problem has been created for the issue, but not yet fixed. Awaiting Evidence could mean waiting for the output from a log dump, or some other information that is coming from another source, not the Caller. Awaiting User Info would be waiting on the Caller to provide additional data.

2) You could create a new State: "Pending Release" or "Pending Upgrade" to track these. The out-of-box State values aren't really meant to be "one size fits all".

[gflewis]

Remember that ITIL best practice is to "Resolve" an Incident as soon as service is restored to "normal" levels. If you are waiting for an upgrade or a software release, then you probably have some Problems with a status of "Known Error" or "Awaiting Change". You could wait months for the fix. Using a separate module may seem like overhead for a small organization just getting started. However, as your incident queues grow, you will want to avoid having them cluttered with known errors. Consider tracking these issues by running a report on the Incidents where Problem.Status = "Known Error" or "Pending Change".