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ITIL :: View topic - can I resolve not solved?
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can I resolve not solved?

 
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danatwork
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Joined: May 09, 2011
Posts: 8

PostPosted: Wed Jul 25, 2012 6:44 am    Post subject: can I resolve not solved? Reply with quote

If we have an incident that the issue is a known bug, and the developers or business has decided that they are not going to fix it (or will fix it in a release in a year or two), do you close the incident as Not Solved/Known Bug or such? Or do standard ITIL process suggest you must leave it open until there is a fix or workaround?

Thanks,
Dan
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Jul 26, 2012 4:18 am    Post subject: Reply with quote

You may be confusing incident with problem here.

Incidents do not require to be solved. They require to be resolved. I.e. the user/customer must be enabled to proceed with their use of the service to do what they want or must be provided with (or use) an alternative means of achieving their requirement. If this does not happen then the incident has not been resolved and therefore remains open.

In the extreme case where the business has agreed to do without that facility for a period, then doing without is the workaround and that is what the user/customer will do each time they try to use this facility and it fails.
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Boydness
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Joined: Aug 03, 2012
Posts: 24

PostPosted: Thu Aug 09, 2012 10:24 pm    Post subject: Re: can I resolve not solved? Reply with quote

danatwork wrote:
If we have an incident that the issue is a known bug, and the developers or business has decided that they are not going to fix it (or will fix it in a release in a year or two), do you close the incident as Not Solved/Known Bug or such? Or do standard ITIL process suggest you must leave it open until there is a fix or workaround?

Thanks,
Dan


Dan,

As Diarmid stated, that incident should be attributed to a problem ticket and the information you gathered (as to why the Incident is occurring) should be a Known error entered into you Known Error database (KEDB). If there is a known approved workaround, you employ it and you close the Incident with a return to service.
You should continue to document the Incidents, reference the KEDB entry, and attribute to the problem management ticket/record. Your metrics for the volume and frequency of Incidents should be utilized to apply pressure to developers/business to expedite the solution, especially if the impact to business is great or is increasing over time.
Your argument is that the unresolved problem continues to create the situation were you continue to expend Incident handling resources and incur impacts to the Business ($). Obviously, it is was resolved you would be utilizing less resources and improving the functionality of Business.

If your leadership has accepted that the problem will continue for the foreseeable future, your metrics should ensure that they are continuing to make an informed decision and that the severity is to the level that they understand and is not increasing. A great many of the time the severity is downplayed and/or something changes that increases the severity at some point.

How often do you plan to discuss these unresolved problems with your leadership? Weekly, Bi-weekly, monthly?


Boydness
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KenLuo
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Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Sun Nov 18, 2012 1:24 am    Post subject: Reply with quote

strange, known issue with no resolution? also no workaround? no automated workaround?

you cannot let team do manual restore each time.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3298
Location: London, UK

PostPosted: Sun Nov 18, 2012 3:08 am    Post subject: Reply with quote

Ken,

Why not?

Incident management is concerned with the restoration of service as soon as possible

If the underlying cause costs a large chuck of money and will take 6 months to implement... is the service to be down for 6 months or even 1 day

If IM does its responsibility, the service is kept running while it is fixed in the background... that is if it can be
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