Can we cancel incident ?

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lexlee
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Thu Apr 19, 2018 5:22 am

Hello,

I would like to get your opinion on how to deal with false incident.

A customer wrote to us saying that "a transaction failed" on our website (I simplified it)

Our Customer service created an incident and affected it to incident team.

This team, investigate the transaction and found out that the transaction failed because the browser was in "private mode".

This incident team ask the customer service to cancel the incident, open a request in order to reply to the customer that the private mode is not supported.



My opinion is that we should categorize this incident as "Root cause: customer use" and reply to the customer instead of cancelling it.


What do you think ?
What ITIL Recommend ?

I'm ITIL foundation certified but could not find any answer to my question anywhere ...


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UKVIKING
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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Apr 19, 2018 6:18 am

Lexlee

The incident occurred

The investigation found it was in error by the customer.

So the incident is closed - end of incident

the closure code for the reason to close the incident should be appropriate

Operator Error
Brain Keyboard interface error
Doh!

This will allow you to track the number of false incidents and work with the customers to reduce that
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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lexlee
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Thu Apr 19, 2018 11:11 am

Thanks a lot for this clear answer!
I thought the same but could not find any ITIL text confirming my thoughts.
Do you know where / how to find it ?
UKVIKING wrote:Lexlee

The incident occurred

The investigation found it was in error by the customer.

So the incident is closed - end of incident

the closure code for the reason to close the incident should be appropriate

Operator Error
Brain Keyboard interface error
Doh!

This will allow you to track the number of false incidents and work with the customers to reduce that
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UKVIKING
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Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Fri Apr 20, 2018 4:03 am

Lexlee

First, ITIL is NOT a requirements document. ITIL is just advice.

Second, look at the definition of an Incident.

It is an interruption to the service being delivered - hence an incident

Third, look at the work flow to resolve / triage the incident. That is where you should go.

As for a specific page, i see no point.

ITIL gives good advice on how to do IT Service Management. Your company must define how it wants to do IM - and if it is in broad alignment with ITIL, then you are doing best practice - for your organisation
John Hardesty
ITSM Manager's Certificate (Red Badge)

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