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Posted: Fri Jan 06, 2006 9:37 pm Post subject: Reopening Problem Records
Dear All,
I'm hoping you can provide me with some assistance!
If after a problem record has been closed, the exact same problem re-occurs for example, a month down the line. In terms of ITIL what should happen? Should the original problem record be reopened or a new one created?
Any thoughts or advice will be greatfully welcomed.
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Fri Jan 06, 2006 11:32 pm Post subject:
If it's the same "kind" of problem, but it occurred in a different part of the infrastructure, or in a different way then no.
If it actually is the same problem, eg, same error in the same thing as the first occurance, then yes: But probably means either the ensuing change process failed, or the root cause analysis came up with 2+2=5.
If however you discover on the second pass at RCA that it actually was something different - but occurring in the same thing - then create a second problem record.
Problem records should record specific events in your infrastructure.
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