I personally would not make such a decision on what to do to those tickets. Instead, the process owner of Incident Management should be made aware of the fact, provided a report, and they should decide what happens from there. We had a similar problem at my employer several years ago until we started publishing reports and I built some rules into SLM to help guide people to close things in a timely manner.
Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brittain, Mark Sent: Wednesday, November 30, 2011 10:43 AM To: [email protected] Subject: Standard for Old tickets ** Hi All, This is probably a common problem. I have some open tickets that are 3-4 years old and the assigned person has never gone back to close. My thinking is if the ticket is open for more than a year, it's a dead issue. As such I would like to go in an close these to get them out of the queue. However these same assigned persons will likely scream some injustice if I do so. Is anyone aware of a best practice or ITIL standard that I can use to justify closing these tickets? Thanks Mark Mark Brittain Remedy Developer NaviSite - A Time Warner Cable Company [email protected] Office: 315-453-2912 x5335 Mobile: 315-317-2897 ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
