<?xml version="1.0" encoding="UTF-8"?>
<Set>
<bizIncidentTicket id="1">
<name>I-000001</name>
<title>PC issue</title>
<type>Desktop</type>
<org_id>2</org_id>
<ticket_status>WorkInProgress</ticket_status>
<initial_situation>there is an issue with my PC</initial_situation>
<current_situation></current_situation>
<start_date>2009-02-10 21:30:55</start_date>
<last_update>0000-00-00 00:00:00</last_update>
<next_update>0000-00-00 00:00:00</next_update>
<end_date>0000-00-00 00:00:00</end_date>
<caller_id>4</caller_id>
<impact>not able to start IE</impact>
<workgroup_id>317</workgroup_id>
<agent_id>6</agent_id>
<action_log>We are about to connect to your PC via Netmeeting and troubleshoot what&apos;s up.

Then we will try to contact Microsoft to understand if it is a known issue</action_log>
<severity>critical</severity>
<assignment_count>1</assignment_count>
<resolution></resolution>
</bizIncidentTicket>
<bizIncidentTicket id="2">
<name>I-000002</name>
<title>Network issue</title>
<type>Network</type>
<org_id>2</org_id>
<ticket_status>Assigned</ticket_status>
<initial_situation>No more access to the network</initial_situation>
<current_situation>Network connectivity lost</current_situation>
<start_date>2009-02-19 19:07:25</start_date>
<last_update>0000-00-00 00:00:00</last_update>
<next_update>0000-00-00 00:00:00</next_update>
<end_date>0000-00-00 00:00:00</end_date>
<caller_id>6</caller_id>
<impact>not important</impact>
<workgroup_id>318</workgroup_id>
<agent_id>6</agent_id>
<action_log>need to investigate the network</action_log>
<severity>low</severity>
<assignment_count>2</assignment_count>
<resolution></resolution>
</bizIncidentTicket>
<bizIncidentTicket id="3">
<name>I-000003</name>
<title>Disk Failure on Server01</title>
<type>Server</type>
<org_id>2</org_id>
<ticket_status>WorkInProgress</ticket_status>
<initial_situation>Partition /var is no more accessible.
It seems that hard disk is broken</initial_situation>
<current_situation>Filesystem is full</current_situation>
<start_date>2009-03-21 08:27:46</start_date>
<last_update>2009-02-10 22:25:00</last_update>
<next_update>2009-02-10 00:25:00</next_update>
<end_date>0000-00-00 00:00:00</end_date>
<caller_id>5</caller_id>
<impact>Really important for the business</impact>
<workgroup_id>317</workgroup_id>
<agent_id>6</agent_id>
<action_log>There are lot of logs file to be trimed</action_log>
<severity>medium</severity>
<assignment_count>2</assignment_count>
<resolution></resolution>
</bizIncidentTicket>
<bizIncidentTicket id="4">
<name>I-000004</name>
<title>Oracle Database down on domino</title>
<type>Server</type>
<org_id>2</org_id>
<ticket_status>New</ticket_status>
<initial_situation>Database Oracle is no more accessible on Server01</initial_situation>
<current_situation>Customer cannot access Order web site.</current_situation>
<start_date>2009-03-17 09:31:09</start_date>
<last_update>0000-00-00 00:00:00</last_update>
<next_update>0000-00-00 00:00:00</next_update>
<end_date>0000-00-00 00:00:00</end_date>
<caller_id>6</caller_id>
<impact>Very critical</impact>
<workgroup_id>317</workgroup_id>
<agent_id>0</agent_id>
<action_log></action_log>
<severity>low</severity>
<assignment_count>0</assignment_count>
<resolution></resolution>
</bizIncidentTicket>
<bizIncidentTicket id="5">
<name>I-000005</name>
<title>Issue with my pc</title>
<type>Desktop</type>
<org_id>2</org_id>
<ticket_status>Assigned</ticket_status>
<initial_situation>My PC is locked</initial_situation>
<current_situation>We have to analyze</current_situation>
<start_date>2009-03-01 23:22:38</start_date>
<last_update>0000-00-00 00:00:00</last_update>
<next_update>0000-00-00 00:00:00</next_update>
<end_date>0000-00-00 00:00:00</end_date>
<caller_id>6</caller_id>
<impact></impact>
<workgroup_id>317</workgroup_id>
<agent_id>5</agent_id>
<action_log></action_log>
<severity>medium</severity>
<assignment_count>1</assignment_count>
<resolution></resolution>
</bizIncidentTicket>
<bizIncidentTicket id="9">
<name>I-000009</name>
<title>Issue on WAN</title>
<type>Server</type>
<org_id>2</org_id>
<ticket_status>Assigned</ticket_status>
<initial_situation>no access to Grenoble From Paris</initial_situation>
<current_situation></current_situation>
<start_date>2009-09-19 10:51:00</start_date>
<last_update>2009-09-19 10:52:00</last_update>
<next_update>0000-00-00 00:00:00</next_update>
<end_date>0000-00-00 00:00:00</end_date>
<caller_id>5</caller_id>
<impact>Site isolated</impact>
<workgroup_id>318</workgroup_id>
<agent_id>6</agent_id>
<action_log></action_log>
<severity>critical</severity>
<assignment_count>1</assignment_count>
<resolution></resolution>
</bizIncidentTicket>
</Set>