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ITIL :: View topic - Open incidentS even when back up works?
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Open incidentS even when back up works?

 
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danatwork
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Joined: May 09, 2011
Posts: 8

PostPosted: Tue Nov 06, 2012 3:09 am    Post subject: Open incidentS even when back up works? Reply with quote

If we have a situation where we have a degraded app/service and the back up is working as expected should the IT teams, each time they receive another alert, open an incident? It does not seem to have value (regardless of if there is a work around in place or not but especially if there is.....

Huh, I wonder if I just answered my own question. Is it an open it, then close it as a known error....
known error in incident? Even though there is no Problem (we know root cause).
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Tue Nov 06, 2012 4:20 am    Post subject: Reply with quote

DanAtWork

You had an service impacting incident - regardless of the fact that the workaround (back up) is being used.

An incident is usually called for when there is an incident.
IMNSHO, the incident should stay open / active until the service has returned - regardless of whether the work around is working

However, it depends on what YOUR organization's policy, porcess and procedures state in regards to Incident Management... etc
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