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Link or convert incidents to changes? Best practice advice....

Is it best practice to convert an incident to a change, or link an incident to a newly opened change (closing the open incident)?

1. I don't want to lose the history.

2. I don't want my incident queue to fill up with tickets taht are waiting on changes

 

Thank you

2 answers

2 accepted

Separate work processes for major incidents help inconsistent goals. of major incidents; Problems and changes linked to major incidents.

 

ePayitonline

0 votes
Answer accepted

Hi @Blaine Schmidt ,

in my opinion, the best way to do so is :

  • define an analysis step in your incident workflow. Using this status, your user will be able to identify if your ticket is or not an incident
  • if the opened incident is a change, you should open a change with all fields necessary to manage, plan and implement it, link the original incident to the new change and close the incident using a specific resolution (you could also have a specific transition for incidents that move them to a specific status and with an automatic resolution set)

Using this approach you will have the whole history and generation of the changes and your queue on incident management side will contain just the real incidents.

Hope this helps,

Fabio

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