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ITIL :: View topic - What About Re-Opening an Incident
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What About Re-Opening an Incident

 
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Angie C
Guest





PostPosted: Thu May 12, 2005 8:15 am    Post subject: What About Re-Opening an Incident Reply with quote

Hi all,

I want to know if an incident could be reopened , and in affirmative cases what's up with sla agreements , the incident could be modified?.

The incident's status must appear expired or reopened? When expired?

Or if definitely is not recommended to reopen an incident , which is the alternative road?


Thanks!!!
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javierarcal
Senior Itiler


Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Thu Jun 16, 2005 8:31 pm    Post subject: An incident should not be reopen from closed status Reply with quote

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)

Hope it helps
Best Regards
Javier
Madrid-Spain
javierrmadrid@hotmail.com
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elvis711
Newbie
Newbie


Joined: Oct 07, 2005
Posts: 2

PostPosted: Sat Oct 08, 2005 6:55 am    Post subject: no re-open Reply with quote

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.
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Mahmoud
Newbie
Newbie


Joined: Oct 08, 2005
Posts: 8
Location: Canada

PostPosted: Mon Oct 17, 2005 6:49 am    Post subject: Re: An incident should not be reopen from closed status Reply with quote

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)

Hope it helps
Best Regards
Javier
Madrid-Spain
javierrmadrid@hotmail.com



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

Mike
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