[rt-users] RT4 and ITIL

Lisa Tomalty ltomalty at uwaterloo.ca
Wed Apr 3 11:48:10 EDT 2013

Thanks Tim.... 

...we are investigating right now and want to hear if people see RT meeting the needs of the main service operations processes and linking with SLAs, Asset mgmt., chg mgmt., etc .... 

Lisa Tomalty
Information Systems & Technology/Arts Computing Office

University of Waterloo
Waterloo, Ontario, Canada
(519) 888-4567 X35873
ltomalty at uwaterloo.ca

-----Original Message-----
From: Tim Cutts [mailto:tjrc at sanger.ac.uk] 
Sent: Tuesday, April 02, 2013 12:24 PM
To: Lisa Tomalty
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT4 and ITIL

On 2 Apr 2013, at 16:35, Lisa Tomalty <ltomalty at uwaterloo.ca> wrote:

> HI all
> If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss?

Yes, keep it on list, please - I'm interested in this.

I've had a few ideas (adding another "closed" status beyond "resolved", maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on.  RTFM is sort of a Known Error Database.  However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues.  Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps?

I'd be interested in hearing any discussion people have about it.


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