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ITIL :: View topic - Reopening Problem Records
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Reopening Problem Records

 
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missmcp
Newbie
Newbie


Joined: Apr 20, 2005
Posts: 6

PostPosted: Fri Jan 06, 2006 9:37 pm    Post subject: Reopening Problem Records Reply with quote

Dear All,

I'm hoping you can provide me with some assistance!

If after a problem record has been closed, the exact same problem re-occurs for example, a month down the line. In terms of ITIL what should happen? Should the original problem record be reopened or a new one created?

Any thoughts or advice will be greatfully welcomed.

Thanks
Missmcp!
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rjp
Senior Itiler


Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Fri Jan 06, 2006 11:32 pm    Post subject: Reply with quote

If it's the same "kind" of problem, but it occurred in a different part of the infrastructure, or in a different way then no.

If it actually is the same problem, eg, same error in the same thing as the first occurance, then yes: But probably means either the ensuing change process failed, or the root cause analysis came up with 2+2=5.

If however you discover on the second pass at RCA that it actually was something different - but occurring in the same thing - then create a second problem record.

Problem records should record specific events in your infrastructure.
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missmcp
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Joined: Apr 20, 2005
Posts: 6

PostPosted: Sat Jan 07, 2006 12:37 am    Post subject: Re: Reply with quote

Thanks RJP, thats excellent Surprised
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