Posted: Fri Sep 06, 2013 2:46 am Post subject: Service restored then new issue discovered - same ticket?
Firstly let me start by saying I am very new to ITIL, so apologies if my question sounds somewhat naive.
A database is taken down and as a result no users can log in to an application, they each receive an authentication error message. This is logged as a P1 incident.
The database gets restored, users can then successfully get back in to the application (authentication error cleared)
A short time later users then discover that one piece of functionality is no longer working in the application e.g they can no longer export data in to excel. This is the only issue, all other core functionality is working fine and exporting data in to excel accounts for only 10% of their everyday use of the application.
So here's my question:
Once the database was restored should the P1 have been closed and a new incident have been opened for the data export issue?
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum