Enhancements from problems

Discussion on issues related directly or largely to ITIL problem management.
Post Reply
User avatar
p1lfc
Newbie
Newbie
Posts: 3
Joined: Tue Jul 16, 2013 8:00 pm

Wed Jul 17, 2013 5:13 am

I have a problem record, which after investigation we have found the system is working as designed (issue is slow pdf printing via citrix).

My question is : As an enhancement to the system is required to resolve the users issue, how do i track it. Do i keep the problem record open (not sure) or should i be using another mothod/ process?

Thanks in advance


User avatar
vabs
Itiler
Itiler
Posts: 5
Joined: Sun Jul 14, 2013 8:00 pm

Wed Jul 17, 2013 9:29 am

hello,

You should not close the ticket until your issue is resolved and proper RCA has been done.
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Jul 17, 2013 10:19 am

Actually it is depended on the Problem Managemetn policy and process as this is a decision on the inside
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
User avatar
p1lfc
Newbie
Newbie
Posts: 3
Joined: Tue Jul 16, 2013 8:00 pm

Wed Jul 17, 2013 11:59 am

Thanks Guys.

John, I thought that may be the case. I dont like the idea of a Problem ticket remaining open when we're looking at development. (In this case bigger pipes etc). I just need to ensure there is a tool/ process to track the new enhancement.
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Wed Jul 17, 2013 12:11 pm

The PM record should be used to spawn that.
The PM record should not exactly be closed but be inactive and -- see that..

An Enhancement could be a scope change request which is service design sort of work
John Hardesty
ITSM Manager's Certificate (Red Badge)

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