I had a ticket that I eventually had to turn in my database and then they turned it into a Problem ticket for R&D. What type of time frame are we looking at for this to even get started on? It says know, Release Planned.
I was going to post the same question. We have one thatās a fairly significant impact, open for 2 months now, and my boss is wanting to know a status. No movement on epicare.
I assume I wonāt hear anything until itās on a release schedule, but Iād like to know what average time to resolution is. Are we talking 6 weeks, 6 months, 2 years? Does the problem get updated in epicare as it moves through its lifecycle?
Iāve noticed that it moved from Planned to In Progress, so I am guessing that is good. But it would be nice to have a typical time frame.
I find Problem Tickets a black hole, and keep my case open just so I can ask the analyst to get yet another update from Developmentā¦
I ask every 3 weeks so the EpiCare case doesnāt get auto-closedā¦ To bad there is no link to communicate with Development. If you provide a business case justification why this needs to be done ASAP, they can prioritize it.
Worst case, Call EpiCare to get an update on the PRB. Theyāll probably open a new case.
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Every time I try to communicate on the PRBs, nobody ever answers.
Thereās also times when it gets reject with no mention as to why or what Iām supposed to do with the original issue I logged.
Black hole, indeed.
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Weird I usually have gotten responses for the ones I have open that I needed movement on. Usually my CAM is involved though on those.
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Very true! I have tried to communicate and I have received no word whatsoever on it.