Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: BerniecNic
New Today: 10
New Yesterday: 97
Overall: 149954

People Online:
Visitors: 36
Members: 1
Total: 37 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ģ ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Can a repeat Problem reoccur?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Can a repeat Problem reoccur?

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message
fulhamn
Newbie
Newbie


Joined: Oct 08, 2012
Posts: 13

PostPosted: Sat Jan 12, 2013 12:07 am    Post subject: Can a repeat Problem reoccur? Reply with quote

Problem canít reoccur as this would have been resolved in the first instance.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3321
Location: London, UK

PostPosted: Sat Jan 12, 2013 4:22 am    Post subject: Reply with quote

Fulhamn

How was the problem resolved ?
Resolved in IT SM usiually means the service fault has been resolved and service has been restored

A Problem is not a fault. It is an unknown cause of an incident that needs to be SOLVED / CORRECTED

If the solution did not solve the the problem... it can recur... it also can recur if there is more than 1 unknown root causes
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
KenLuo
Senior Itiler


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

PostPosted: Tue Jan 15, 2013 7:42 pm    Post subject: Reply with quote

I have to say, why not?

Problem can be reopened if the issue is not resolved.

But my practice is to create another problem and link them together.
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
Back to top
View user's profile
Diarmid
Senior Itiler


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

PostPosted: Wed Jan 16, 2013 10:25 pm    Post subject: Reply with quote

Something wrong with your systems or your people if a closed problem happens again. But re-opening it is not necessarily a good practice. Better to start again.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
24sa
Itiler


Joined: Nov 27, 2012
Posts: 23
Location: Mumbai

PostPosted: Wed Jan 30, 2013 4:41 pm    Post subject: Reply with quote

yes.. Problem Can re-occurre. It can re-occurre when the ROOT cause identified earlier and corrosponding permanent fix given were not accurate to that problem. For some time period that fix stopped the re occurrence of the issue but later on same type of issue could occurre.


As rightly said by Diarmid, In such cases, need to raise a differnt Problem ticket, the Older investigation done can be added to new problem ticket as "Past History and investigation done". After raising new Peoblem ticket, Investigation need to be started from beginning.

Re-opening the older ticket may lead to the result into the outcomes which were given earlier and were not appropiate to the cause.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.