CI's at resolution

[sallyf-zurich]

Hello

Does anyone have any experience in introducing CI's at resolution also?

Ideally I want all of our incidents to be opened with the CI the customer see's so for example - Outlook.

Then when the team resolves the incident I want them to complete the component item of that CI that actually failed so - server xyz...

Has anyone done this?

I am worried it may be a little complicated for our multiple resolvers but in terms of identifying incident reduction trends I am sure this could make a real difference.

Sally

[Fabian Kunzke]

Hello,

There are multiple ways to look at this. Generally we have made mixed expiriences. Most of the time forcing the User to open an incident with a CI can result in the user referencing CIs which have nothing to do with the case, just because "they have to". It really depends on your CI structure. Judging by the mention of an "Outlook"-CI i would guess, that users are most likely to link a service, rather than a impacted CI.

The same goes for the resolving of cases. Making the impacted CI generally mandatory for resolving a case can be counterproductive. Not all incidents are closed with an impacted CI. What if the user was at fault (e.g. cause he did not find the correct setting etc.).

In one case we solved this by adding a flag to services, which indicated if incidents of that service need a CI on resolving. This way we seperated between cases where the information was actually needed and cases where it would have been not nessesary. Generally speaking (imo) i would not force a referenced CI on resolving, nor on creating. Referencing a service (e.g. Outlook) when creating an incident is a good habit (imo).

Greetings

Fabian

[saprem_d]

Hi,

How generally the process works is that a impacted CI is always required while submitting a case. In the cases when it is always found that due to the negligence of users submitting incidents, a reported CI is never the one on which resolution is being done, a new field called "resolved CI" can be created. This field shoudl be autopopulated with the Impacted CI on incident creation and should be editable for resolvers to allow them to make changes if resolution is performed on a different CI.

[sallyf-zurich]

Thank you.

Do you know if the resolved CI field could be linked to the CI entered when creating a new incident so that only component items of that CI can be viewed by the resolving team?

Sally