assistance tickets vs assistance problems

enriquet · 2012-08-20 19:47:50

I have not clear the difference between them, or the purpose for what they are expected to be used.
Problems can contain tickets, but what are they designed to do?

remi · 2012-08-20 20:01:03

Ticket, (Incident or Service request) and Problem are different ITIL processus.

Main difference for problem
- multi entities
- multi items
- multi incidents

enriquet · 2012-08-21 21:27:29

Good. After your answer i have been reading about some itil concepts to use glpi the right way.
So, extending the question, would be good practice to work like this?

itil concept ----> support in glpi

incident --> ticket incident type
request --> ticket request type
problem --> problem
know error --> knowledge base or recurrent tickets?

Also, how would you recommend to work with change management processes. Should i use tickets to do this.

I know i lack some important itil concepts. I am trying to start using glpi making at least the biggest decisions of good practices

remi · 2012-08-22 06:48:13

Known error => solution template ?

Change management will be a new feature of next major version.

enriquet · 2012-08-22 17:40:46

so (this is the last one, I promise!)
what is the intended use for recurrent tickets ?

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#1 2012-08-20 19:47:50

assistance tickets vs assistance problems

#2 2012-08-20 20:01:03

Re: assistance tickets vs assistance problems

#3 2012-08-21 21:27:29

Re: assistance tickets vs assistance problems

#4 2012-08-22 06:48:13

Re: assistance tickets vs assistance problems

#5 2012-08-22 17:40:46

Re: assistance tickets vs assistance problems

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