Incident resolution is pending a Release deployment

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Fri Jan 28, 2022 1:23 am

Tue Jul 05, 2022 3:10 am

Need some guidance/assistance on this topic please:
When an incident in production environment reaches a stage where it requires a code change to restore services what is the common practice with SLA applied for the incident ticket. We cant be keeping the incident ticket SLA in an open status and breach SLA when the release is getting deployed to the environments in the path to production.

So, I would like to know what is the most common practice within organisations in this scenario


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