Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Wed Jan 16, 2013 10:25 pm Post subject:
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. _________________ "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
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.
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