Recurring Problem

Discussion on issues related directly or largely to ITIL problem management.
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mel.macam
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Joined: Tue Jan 15, 2019 5:11 pm

Tue Jan 15, 2019 6:17 pm

Hi,

Not new to Problem Management but not an expert as well. I just wanted to post this question as I can't seem to find an answer for this from other online resources.

If let's say a considerable amount of time had passed after implementing corrective actions and the same incident re-occurred, how do you go about linking Problem records? Do link the newly opened one to the original record or link the new one to a Known Error record?

Just for context as well, reason behind recurrence is....let's say due to wrong Root cause identified or wrong permanent fix applied.

Appreciate your feedbacks.

Thanks,

Mel


TheITILDoctor
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Joined: Tue Jan 08, 2019 12:56 pm

Fri Jan 18, 2019 7:14 am

Hello Mel - Help me out - what are you trying to accomplish? What objective or outcome are you wanting to achieve?

IMO, there are a number of ways you could go here. You could treat it as a "new" incident, and assuming that the categorization was the same as the previous problem, show through reporting that it actually is a "recurring incident".

You could link the incident to the existing known error record, which in turn, is linked to the original problem record. The fact that a new incident has been associated to the 'old' known error record could be used to illustrate that the original permanent fix was not adequate, then re-open the problem record.

Or you could simply just open a new problem record (assuming that the incident in question meets your organization's definition of a "problem"), and link the new incident to the new problem record.

These are just a few things that come to the top of mind, given your question. But it comes back to what is it that you are trying to achieve - then, what would be the most efficient and effective way of achieving that.

I'll watch this thread for your reply.
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UKVIKING
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Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Jan 23, 2019 6:37 am

First., you need to separate the Incidents from the Problem

Every time the issue occurs an Incident needs to be raised. PERIOD.

The last time that the incident occur, a problem record was raised, linked to the incident and a solution for the root cause of the incident was found, developed, tested and deployed to Production. NOTE: the PRB should identify the solution selected based on the underlying root cause found for that incident(s). A Change Request / Release Deployment request would be used to take the developed soution to a test environment and then on to production.

Once this had been done, and the incident did not recur in a short time frame - as defined by your policy -- if not a week ?' Then all of the linked tickets wou.d be completed. End of story

Now that the same incident (similar) has occured, a new Problem record should be raised - becuase obviously the solution selected did not resolve this issue 100%

The new problem can refer to the old problem and its soltuion and determine if the correct root casue was idnetified or that there are multiple root causes. Then the PM process would find solution(s) and select one through testing or easiset to implement or best guess or amount of time / work to build the soltuion.

Once the solution has been chosen, then the release deployment of the solution is done on non production and then a change request is raised, proicessed approved and implemented

Once all done.,... close the tickets

if the icnident recurs. RLR,
John Hardesty
ITSM Manager's Certificate (Red Badge)

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