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ITIL :: View topic - Can a repeat Problem reoccur?
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Can a repeat Problem reoccur?

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Joined: Oct 08, 2012
Posts: 13

PostPosted: Sat Jan 12, 2013 12:07 am    Post subject: Can a repeat Problem reoccur? Reply with quote

Problem canít reoccur as this would have been resolved in the first instance.
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Sat Jan 12, 2013 4:22 am    Post subject: Reply with quote


How was the problem resolved ?
Resolved in IT SM usiually means the service fault has been resolved and service has been restored

A Problem is not a fault. It is an unknown cause of an incident that needs to be SOLVED / CORRECTED

If the solution did not solve the the problem... it can recur... it also can recur if there is more than 1 unknown root causes
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Senior Itiler

Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Tue Jan 15, 2013 7:42 pm    Post subject: Reply with quote

I have to say, why not?

Problem can be reopened if the issue is not resolved.

But my practice is to create another problem and link them together.
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Wed Jan 16, 2013 10:25 pm    Post subject: Reply with quote

Something wrong with your systems or your people if a closed problem happens again. But re-opening it is not necessarily a good practice. Better to start again.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Joined: Nov 27, 2012
Posts: 25
Location: Mumbai

PostPosted: Wed Jan 30, 2013 4:41 pm    Post subject: Reply with quote

yes.. Problem Can re-occurre. It can re-occurre when the ROOT cause identified earlier and corrosponding permanent fix given were not accurate to that problem. For some time period that fix stopped the re occurrence of the issue but later on same type of issue could occurre.

As rightly said by Diarmid, In such cases, need to raise a differnt Problem ticket, the Older investigation done can be added to new problem ticket as "Past History and investigation done". After raising new Peoblem ticket, Investigation need to be started from beginning.

Re-opening the older ticket may lead to the result into the outcomes which were given earlier and were not appropiate to the cause.
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