Posted: Sat Jun 29, 2013 6:05 am Post subject: Failed or Successful?
Hello everyone - My first post!
Looking for some guidance if possible?
Scenario: An emergency change is raised for an engineer to swap out a faulty DSLAM card in a telephone exchange as it is suspected to be the cause of a fault (Latency on customer's broadband service).
The card is swapped successfully, however, the latency remains meaning that the line could be at fault or the chassis the card fits into.
How would that change be marked
Failed - although the work was successfully carried out the desired effect was not achieved, therefore, it is a failure.
Successful - The change was completed as per the scope of the change - i.e. the work was carried out as per instructions on the change, however, further work is required under another change to further troubleshoot the issue.
This one is stumping me and I can see an argument for both sides
I only use failed/sucess/problematic as valid status values for Normal and Standard changes. When it comes to Emergency changes, they are simply marked as 'Approved' (if we agree that the work was indeed an emergency change) or 'Rejected' (if we are about to go hunting the Change Proposer with a large wooden implement)
Your emergency fix was successful.
Your problem is still there - so the analysis of the fault is still on going
Please note that the issue - problem - has determined a solution - the card change - should fix the issue
The change was successful as the intended operation succeeded. (swap card)
However, as Problem manager i would say the root cause has not yet been found and further investigation is needed. Probably sparking a new RFC.
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