Service restored then new issue discovered - same ticket?

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Posts: 1
Joined: Wed Sep 04, 2013 8:00 pm

Thu Sep 05, 2013 12:46 pm

Hello -
Firstly let me start by saying I am very new to ITIL, so apologies if my question sounds somewhat naive.

Scenario example:
A database is taken down and as a result no users can log in to an application, they each receive an authentication error message. This is logged as a P1 incident.

The database gets restored, users can then successfully get back in to the application (authentication error cleared)

A short time later users then discover that one piece of functionality is no longer working in the application e.g they can no longer export data in to excel. This is the only issue, all other core functionality is working fine and exporting data in to excel accounts for only 10% of their everyday use of the application.

So here's my question:
Once the database was restored should the P1 have been closed and a new incident have been opened for the data export issue?

Advice greatly appreciated
Thanks in advance

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Posts: 4
Joined: Mon Sep 09, 2013 8:00 pm

Wed Sep 11, 2013 7:27 pm

Yes definitely a new incident has to be raised and P1 ticket has to be closed.
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