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: RHaire
New Today: 26
New Yesterday: 82
Overall: 143855

People Online:
Visitors: 53
Members: 3
Total: 56 .

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: 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 - Incidents Linked to Problems
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incidents Linked to Problems

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
Antony_Pugh
Newbie
Newbie


Joined: May 15, 2007
Posts: 1

PostPosted: Wed May 16, 2007 12:56 am    Post subject: Incidents Linked to Problems Reply with quote

Hi there im New on here, but criticise all you like.

If you a Problem that you now have found a Work Around to so have premoted to an Known Error which has multiple child Incidents.

Would you close of all Incidents that are resolved using the workaround or should you leave the Incidents open until you have found and resolved the underlying cause of the problem?

Thanks in Advance
Back to top
View user's profile
WendyB
Senior Itiler


Joined: Apr 03, 2006
Posts: 78

PostPosted: Sat May 19, 2007 10:30 am    Post subject: Reply with quote

Why would you leave the Incidents open? The Incident doens't become the problem...it simply inidcates it.
_________________
v3 ITIL Expert
v2 ITIL Service Manager Certified
Back to top
View user's profile
insider
Newbie
Newbie


Joined: Mar 28, 2007
Posts: 12

PostPosted: Tue May 22, 2007 1:02 am    Post subject: Reply with quote

once a workaround is implemented then the incident is closed........
Back to top
View user's profile
Gaulty
Newbie
Newbie


Joined: May 22, 2007
Posts: 6

PostPosted: Fri Jun 01, 2007 12:19 am    Post subject: Reply with quote

Hello all, I'm a newbie to the site Laughing

Gotta agree, close the incidents. Remember the aim is always to resolve/close incidents asap so that the disruption to end users is minimal.
Back to top
View user's profile
ElfieUK4
Newbie
Newbie


Joined: Mar 19, 2007
Posts: 3

PostPosted: Fri Aug 17, 2007 7:35 am    Post subject: Reply with quote

Question Question /Idea Idea
And would it be that when a Permanent Fix is found and implemented then because the record should be recorded with the Known Error DB can the related childs then be revisited for such implementation??
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Fri Aug 17, 2007 5:51 pm    Post subject: Reply with quote

If there is an incident where there is a work around and a problem record & process has been started to find out the underlying root cause.

The incident can be closed once the work around has been executed

Once the permanent fix has been found, a change request is raised to implement the fix (if h/w or s/w or whatever).

The implementation of the change is handled through release

The CIs are updated IAW Configuration Mangement process

The problem is closed once the change has been

1 - successfully implemented
2- sufficient time has passed w/o a new incident
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
ElfieUK4
Newbie
Newbie


Joined: Mar 19, 2007
Posts: 3

PostPosted: Fri Aug 17, 2007 7:47 pm    Post subject: Reply with quote

So would the answer be a yes? That the PR, Incidents and Childs (if any) can be used to to apply the change. (But it would also depend on the accuracy of the database!?)
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Tue Aug 21, 2007 12:39 am    Post subject: Reply with quote

Elfie UK4

The incident would be closed when the service is restored

The problem would be closed when the change has been implemented successfully and the problem has not re-occured

The change would be closed upon the successful completion of the work contained in the change request

The release would be closed when the work is done.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
ElfieUK4
Newbie
Newbie


Joined: Mar 19, 2007
Posts: 3

PostPosted: Wed Aug 29, 2007 7:52 pm    Post subject: Reply with quote

Sorry maybe I'm not making myself clear:

Yes, I know the incidents will closed when service restored.
Yes, I know the problem will be closed on successful change implementation.
Yes, I know the change will be closed on successfull completion.
Yes, I know the release would closed when all work is done.

But at what time would the whole scope of the work to be done be established?
ie.. 200 individual machines affected and 800 not - surely those affected would be (used)/(dealt with) within the change details (besides applying to the 1000)
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3307
Location: London, UK

PostPosted: Wed Aug 29, 2007 8:05 pm    Post subject: Reply with quote

Elfie UK4

You are not given enough detail to answer a question.

Spoon feeding tidbits of information results in incomplete answers

Can you give the full course of information so it can be answered
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management 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.