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The Itil Community Forum: Forums
ITIL :: View topic - Duplicate incident Handling
nti Newbie Joined: Aug 02, 2017 Posts: 1
Posted: Thu Aug 03, 2017 1:40 am Post subject: Duplicate incident Handling
I have an incident, which is replica of the same incident I already had!
Please note this is not the another occurrence of the past incident so this is not eligible for Problem Record.
so, same incident [occurred on same time] logged twice or more! my question is Whether this should be:
1. Resolved as marked "Duplicate" OR
2. Reject as marked "Duplicate"
I understand, we can define any process that suits us, but what does ITIL suggest?
UKVIKING Senior Itiler Joined: Sep 16, 2006 Posts: 3581 Location: London, UK
Posted: Mon Aug 07, 2017 1:39 am Post subject:
ITIL suggests you define via your process.
Remember ITIL is advice not a set of restrictions _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
sazeed Newbie Joined: Aug 16, 2017 Posts: 3
Posted: Wed Aug 16, 2017 3:42 pm Post subject:
Create it as slave ticket and resolve.
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