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IT Helpdesk Ticket

By vkamara ·
Can someone please explain the best solution.

Here at our organization, the Helpdesk receives multiple installations under one ticket/request. Does ITIL recommend creating individual tickets or one master ticket for all?

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by LarryD4 In reply to IT Helpdesk Ticket

Multiple Installations??

Can you explain what you mean by that?

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by Mhofu In reply to IT Helpdesk Ticket

The starndard is an issue per client for a ticket where ITIL v3 is implemented. You also need to include the resolution and if you are using a workaround while you find a permanent resolution you document that as well.

Good Luck

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