Duplicate incident Handling

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nti
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Duplicate incident Handling

Post by nti » Wed Aug 02, 2017 11:40 am

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?

thank you.



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UKVIKING
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Post by UKVIKING » Sun Aug 06, 2017 11:39 am

ITIL suggests you define via your process.

Remember ITIL is advice not a set of restrictions
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter

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sazeed
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Post by sazeed » Wed Aug 16, 2017 1:42 am

Create it as slave ticket and resolve.

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