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The Itil Community Forum: Forums
ITIL :: View topic - Waiting for Problem vs Work In Progress vs Incident Resolved
Posted: Fri Jul 14, 2017 6:47 pm Post subject: Waiting for Problem vs Work In Progress vs Incident Resolved
Essentially, this topic should be under Incident Management, but I could not find such section in the forum. My first post by the way. I am looking for some experienced guidance on the following matter:
We are in the process of introducing few ITIL processes in our organization - Problem and Incident being two of them. The tool we use is ServiceNow, although the question is more process related.
Imagine the following situation - you have an Incident, no workaround is available, no permanent solution, nothing. I know, it is a rare case, but it happens. Even 3rd level of support are unable to find solution.
You decide to open a Problem ticket for more detailed investigation. Once you do that, what happens to the Incident? The argument we are having is whether it should be set to Waiting for Problem or left as Work In Progress until solution/workaround is found, or even Resolved as No Solution Found.
What is the most appropriate solution in your view and experience?
Joined: Nov 01, 2004 Posts: 83 Location: Sask, Canada
Posted: Wed Jul 19, 2017 1:30 pm Post subject: Re: so curious
ITILDUDE wrote:
Imagine the following situation - you have an Incident, no workaround is available, no permanent solution, nothing. I know, it is a rare case, but it happens. Even 3rd level of support are unable to find solution.
So, is the service/product dead? (no more, gone to meet its maker, joined the choir invisible, and pushing up the daisies)?
or do you mean the type of incident where what caused it is unknown, but a reboot of some type fixed it?
*oh so curious!*
/Sharon _________________ In theory, there is no difference between theory and practice.
In practice, there is!
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