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Incidents that won't be fixed
I have an ITIL question regarding low priority incidents that cannot or won't be fixed. How will they be closed? Do you normally use a specific resolution code for that? Like "No action taken"?
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ITIL® DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
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ITIL® DOCUMENTATION TOOLKIT
Step-by-step implementation for smaller companies.
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Expert
Branimir Valentic
Sep 17, 2018
Answer:
It's hard to generalize. If incidents can't or won't be fixed, it's good idea to have marker that no further action was taken. If there is a place to enter resolution code, yes you can do as proposed.
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Sep 17, 2018
Sep 17, 2018
Sep 17, 2018