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ITIL :: View topic - Service restored then new issue discovered - same ticket?
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Service restored then new issue discovered - same ticket?

 
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TLT
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Joined: Sep 05, 2013
Posts: 1

PostPosted: Fri Sep 06, 2013 2:46 am    Post subject: Service restored then new issue discovered - same ticket? Reply with quote

Hello -
Firstly let me start by saying I am very new to ITIL, so apologies if my question sounds somewhat naive.

Scenario example:
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?

Advice greatly appreciated
Thanks in advance
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hsantosh88
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Joined: Sep 10, 2013
Posts: 4

PostPosted: Thu Sep 12, 2013 9:27 am    Post subject: ITIL Discussion Reply with quote

Yes definitely a new incident has to be raised and P1 ticket has to be closed.
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