Hi,
This is more of an ITIL question but I was hoping someone could help me. Our organization is fairly new to ITIL - we are just starting to follow Incident Management and Problem Management and are launching a new app shortly. If a user reports a bug, that is logged as an incident. If it requires a code change, do we create a problem ticket for it? Do we document a known error record for it? What do you do at your organizations?
Thanks for your help!
Lindsay
Hi,
if an incident can/should be corrected than this is usually a change (e.g. a code change). In cases you have only to fix something (e.g. by a restart of a server, a changed configuration, some memory upgrade ...) then this may be a defect or failure or how ever you may call it.
A problem usually is creted for
- recurring incidents
- high prio incidents
- incidents with high impact
- measurements to prevent future incidents
A known error record is created with the problem record and kept open as long as the problem is not resolved/closed. It should pop up every time the same incident is reported again and offered as knowledge and workaround.
Hope that helps.
Regards, BeGu
Online forums and learning are now in one easy-to-use experience.
By continuing, you accept the updated Community Terms of Use and acknowledge the Privacy Policy. Your public name, photo, and achievements may be publicly visible and available in search engines.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.