1 of 1 people found this helpful
Hi Khawar Mughal,
How are the faults being detected. It depends on the monitoring solution you are using. If the solution you are using is capable of detecting the faults continuously you can close the tickets to be compliant with your service level policies.
Can you provide the product details?
These issues are being detected by users. The incidents that I am referring to are typically ones that our help desk staff record and set to Pending status while we wait for a vendor to respond. This can sometimes take weeks and we are wondering if the best practice would be to leave the incident open or close the incident and raise another Remedy ticket type, say work order, problem, change, etc.
3 of 3 people found this helpful
I would put the incident into a Pending status with a status reason of 'Third Party Vendor Action Reqd'.
I would also set the Vendor drop down field with the name of the Vendor who is working on the incident, plus put in the Vendor Ticket number.akes a
If the incident can be open for a while, no problem, but keep a close eye on it. Don't leave incidents open if the work has been done.
Also, if you have SLAs you may want to add the option to Pause the SLA if the incident is in a Pending Status with the Status Reason of 'Third Party Vendor Action Reqd'.
Hope this helps.