Is it wrong to put a ticket on 'Planified' when the ticket is assigned to a group ?

Question

Hi everyone,
Is it wrong to set a ticket to “Planned” when it is assigned to a group, and the person who initially handled it has to leave, so they return it to the group with the “Planned” status because the customer has already been informed of the date when the action will take place?
Thanks for your help.

Dirk Ronsmans · Answer

Hi @Klo Res ,

it sorta depends?

* What type of work item ware you working with?
* Does the team/group that is is assigned to know that they need to look at it?

Imho, if the group/team knows they need to look at all tiems that are not assigned to a person but only to a group (even though there is already a planned date) it shouldn't be an issue.

But as @Rilwan Ahmed mentions, this is highly specific to your own internal processes. Good agreements make for happy teams/groups.

It doesn't really matter if this is a good suggestion ITIL wise, if it works for your company and it is how it was decided within the process, then it's fine.

If it's not clear for the people that should be working on it, then you'l need to change it.

Klo Res · Answer

Thanks for your answer. I would like to know the basis of ITIL before to propose anything on a meeting (JIRA).

Rilwan Ahmed · Answer

Hi @Klo Res ,

Each organization has its own process and flow. You need to get in touch with your leads/manager to know the process.