I cannot see how an incident may occur without a reason. Especially that it occurred only once. In such a case, where the reason behind an incident cannot be identified, I will look for a human error.
However, the incident will not be open forever... Yes, I would close it once its stalled.
1. if the incident has a major (financial, customer) impact or is a disaster, we start crisis committee, RCA and lessons learned, so yes, even if it might be a one-shot. The risk might be too high
2. if incidents do not reoccur for years, problem is closed/freezed
Problems can be raised for individual incidents where appropriate. ie: depending on severity of incident, loss of service time, how critical the service is, contractual obligations, upon request by an appropriate party etc.
I raise a Problem for all Major Incidents, simply as a mechanism for tracking progress against preventative actions agreed as the result of the Incident wash-up. This ensures that we don't lose track of actions to be done, without keeping the Incident record open beyond service restoration.
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