Should you open a Problem for this???

[mitter]

Good Afternoon,

Just wanted to get everyone's opinion on what to do in the situations below.

1 - An incident is experienced.. during the incident process, the work around and Root Cause is known, however the solution will not be implemented for some time... During this time.. other incidents may be experienced.. Do you open a Problem Record and progress it to Known Error immediately until the solution is implemented?

2 - An very low impact incident occurs, you know it will recurr, however due to the low priority it will be immediately placed in a stalled status.
Would you open a problem ticket to document the work around for the Service Desk and to relate future incidents? Or would you simply not open a problem record as it is low priority??

[Mark-OLoughlin]

Hi,

1) Yes - problem may not be closed until solution found.
2) Yes - problem may be closed if impact is deemed low enough not to progress for a solution.

The problem record acts as a container for the incidents. It also highlights pain points being experienced.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant