Can a repeat Problem reoccur?

[fulhamn]

Problem can’t reoccur as this would have been resolved in the first instance.

[UKVIKING]

Fulhamn

How was the problem resolved ?
Resolved in IT SM usiually means the service fault has been resolved and service has been restored

A Problem is not a fault. It is an unknown cause of an incident that needs to be SOLVED / CORRECTED

If the solution did not solve the the problem... it can recur... it also can recur if there is more than 1 unknown root causes
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

[KenLuo]

I have to say, why not?

Problem can be reopened if the issue is not resolved.

But my practice is to create another problem and link them together.
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified

[Diarmid]

Something wrong with your systems or your people if a closed problem happens again. But re-opening it is not necessarily a good practice. Better to start again.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[24sa]

yes.. Problem Can re-occurre. It can re-occurre when the ROOT cause identified earlier and corrosponding permanent fix given were not accurate to that problem. For some time period that fix stopped the re occurrence of the issue but later on same type of issue could occurre.


As rightly said by Diarmid, In such cases, need to raise a differnt Problem ticket, the Older investigation done can be added to new problem ticket as "Past History and investigation done". After raising new Peoblem ticket, Investigation need to be started from beginning.

Re-opening the older ticket may lead to the result into the outcomes which were given earlier and were not appropiate to the cause.