Incidents Linked to Problems

[Antony_Pugh]

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

[WendyB]

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

[insider]

once a workaround is implemented then the incident is closed........

[Gaulty]

Hello all, I'm a newbie to the site

Gotta agree, close the incidents. Remember the aim is always to resolve/close incidents asap so that the disruption to end users is minimal.

[ElfieUK4]

Question /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??

[UKVIKING]

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

[ElfieUK4]

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!?)

[UKVIKING]

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

[ElfieUK4]

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)

[UKVIKING]

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