1 Reply Latest reply on Mar 15, 2013 8:36 AM by Mpatel1

    Affected Users list

    Jamie Cannon ITSMMVPGroup

      Has anyone added an "affected users list" to their Problem tickets?  If so, do you notify them ALL when the ticket is resolved?

        • 1. Re: Affected Users list
          Apprentice

          no... however you can have child problems (used like the affected user in Incident) that can help with reducing the number of steps.  You could then control whether emails should be sent out (have a smaller process for affected user problem process). 

           

          In answer to your question - if you are using Problem Management to determine the root cause and for a change to resolve the problem I would suggest that the customer would be notified....BUT depends on the nature of the problem (what was the cause)