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ITIL :: View topic - What About Re-Opening an Incident
Joined: May 27, 2005 Posts: 79 Location: Madrid-Spain
Posted: Thu Jun 16, 2005 8:31 pm Post subject: An incident should not be reopen from closed status
Hi Angie,
From my point of view and incident should not be re-opened.
I think status incident flow should be:
open->working->solved->closed
And an incident should only pass from status "solved" to "closed" with user confirmation, and by service desk people.
After an incident has passed to "closed" an incident should never be re-opened.
I think if this problem happens again a new incident should be opened, otherwise it will be very difficult to control some metrics for reliability like MTBF or MTBSI (mean time between failures and mean time between system incidents)
Posted: Sat Oct 08, 2005 6:55 am Post subject: no re-open
It is my opinion that it does no good to re-open an incident. I have done it only once and that was to allow a user to attach a piec e of documentation, they were not a member of a role that allowed them to edit an incident when it was in a resolved/closed state. Only Service Desk staff can do that.
Posted: Mon Oct 17, 2005 6:49 am Post subject: Re: An incident should not be reopen from closed status
javierarcal wrote:
Hi Angie,
From my point of view and incident should not be re-opened.
I think status incident flow should be:
open->working->solved->closed
And an incident should only pass from status "solved" to "closed" with user confirmation, and by service desk people.
After an incident has passed to "closed" an incident should never be re-opened.
I think if this problem happens again a new incident should be opened, otherwise it will be very difficult to control some metrics for reliability like MTBF or MTBSI (mean time between failures and mean time between system incidents)
I support the idea not opening an incident record if it's been in a closed status, if there is another similar incident occurred from the same customer or other ones, you have to open a new incident record and create a problem record and associate both incidents to it
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