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ITIL :: View topic - Very old Problem records in the backlog: How to deal with it
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Very old Problem records in the backlog: How to deal with it

 
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SudhaBhyri
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Joined: May 06, 2015
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PostPosted: Wed May 06, 2015 5:45 pm    Post subject: Very old Problem records in the backlog: How to deal with it Reply with quote

Hi,

I am currently working in a project where the number of problem records raised for a certain application are >500. I have 2 queries here:

Many of these problems were raised about 3-4 years back either from live or test and are no longer existing. They should potentially be just closed down. What process should be followed here? I think the business and service desk should be involved? The technical team can prove that these issues are no longer happening.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3359
Location: London, UK

PostPosted: Thu May 07, 2015 3:38 pm    Post subject: Reply with quote

what does your process and policy state. that is all that is needed
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Change Management is POWER & CONTROL. /....evil laughter
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i2mnim
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Joined: May 08, 2015
Posts: 2

PostPosted: Sat May 09, 2015 1:53 pm    Post subject: Just ask the Incident Managers Reply with quote

Hi,

I am not sure whether you are in IM or PM, but for these records just check if they have been assigned to the right teams. This is the biggest reason why records age. If so then ask the responsible teams to close them.

Else, ask the Incident Managers to help you find the right teams and then ask those teams to close them.

Hope this helps
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