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Incidents = Problem

Dear all,

We just experienced a small "hick-up" which created a few incident tickets (well, 68x) which we linked to a problem ticket. That works quite well.

But using this more and more I believe there are some shortfalls with this in WHD or we have not fully understood of how to use it:

Amount of incident tickets

I could not find a place in the problem ticket to tell us "how many" incident tickets were linked to the problem ticket. Yes there is a list, but if there is a high number of incident tickets linked to the problem ticket it is difficult to count.

Communicating with clients of the incident ticket

Yesterday we tried to communicate with the users of all the incident tickets using the "Bulk Action", but this only worked half way. The information was added to all incident tickets, but no email was sent.

Have you come across this issues? Is there a work around? Thank you for your help.

Regards,

Eberhard

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Accepted answers

All comments

fluffy_midnight

Currently, there's no Incident counter for the tickets, so if you want to know how many you'll either count them manually or use an Advanced Search with criteria that they matches.

Instead of using a Bulk Action to update the tickets, just update the Problem Ticket that's linked to all the Incidents. (unless they need to say different things on each one)

Once done, click Save & E-Mail, and all of the tickets in the Linked Incidents list will also be emailed with the new detail.

eber123

Hello,

thank you for the reply. It is a pity that there is no counter for the linked incidents in a problem ticket. Would be nice (also for reporting).

We updated the problem ticket, clicked "Show in Linked Incidents" and clicked on "Save & E-Mail". But for us it seems that the emails where not send to the clients of the incident ticket.

It seems that we have to do more tests.

Regards,

Eberhard

kjette

WHD isn't as robust when it comes to Incident\Problem management as I'd like. Due to our process, it takes 3 different apps for this:

WHD - initial Incident reporting platform and tracking

Sharepoint - Problem tracking (after the incidents are closed) to track who action steps are assigned to and progress since WHD can't do multiple tech assignments on the same ticket

Excel - Report open Problem status in a monthly Problem Management meeting

I should probably include Outlook which is used during the issue for Incident update communications.

If anyone is doing it better in WHD I'm all ears.

What are you using that opened up those 68x tickets?

eber123

Hello,

Well, there is another area where WHD has to improve - create and integrate robust ITIL processes. We are only at the start to implement more and more ITIL based processes, but we already see that to implement those processes might not be that easy in WHD.

Unfortunately, to add students to a service (which worked dozens of times before) caused a student password reset for a group of students. So far we have 113x students contacted us about this (we don't expect more).

To change one ticket to a problem, link the rest of the tickets to this problem is handy. It would be brilliant if it would be easy to find out how many tickets were linked and have an easy and solid method of communication with the clients of the incident tickets.

Regards,

Eberhard