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ITIL :: View topic - Open incidentS even when back up works?
Posted: Tue Nov 06, 2012 3:09 am Post subject: Open incidentS even when back up works?
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).
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Tue Nov 06, 2012 4:20 am Post subject:
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 _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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