When to create known error record

[Lindsay Siurna]

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

[Bernd Gurn]

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