Posted: Thu Jul 31, 2014 12:17 pm Post subject: Problem Management
Please advice me if whether scenario below is belongs to Problem Management
Issue: Network down on workshop, identification of root cause took long hence network restoration delayed. Users / client unsatisfied on the delay and wanted a investigation initiated on what went wrong or delayed the restoration.
Above was worked on a Incident Ticket , and now clients declining for Incident closure since they are unsatisfied with resolution time and management recommend to get a Problem Record raised instead.
Does above falls under Problem Record? If yes, which category of Problem Record fits best for above scenario
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