Example: User calls for a password reset (which is successfully performed by the help desk) and then proceeds to ask questions which requires help from level two support.Should the help desk create:
1) one ticket – mention the password reset in the body of the ticket – and assign the ticket to level 2 support with additional information
2) Create a quick close record for the password reset and create a ticket for level 2 support
What’s the ITIL way?
You really should be opening separate tickets for each request. If only because other service management processes rely on the accuracy of the Incident Management database to enable their processes.If you had a lot of people calling to reset a password and following up with a procedural question, but only opened one ticket, Problem Management may not realize that their is a issue with documentation that isn’t clear. If you have users calling saying that they have a question about Excel and then mentioning that the procurement system has been down for the last 10 minutes, Availability Management may not realize that their have been issues with up-time. Etc., etc., etc.