Incident Closure scenario

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Joined: Wed Sep 03, 2014 8:00 pm

Wed Sep 10, 2014 2:13 am


I am new to this forum. I need answer to a situation given below.

Incident is created when a circuit is down. The IT Service Desk team keeps the incident open even when the issue is resolved for monitoring purposes. Should the team close the incident as soon as the circuit is restored and service is up and open a proactive problem ticket to monitor the circuit or should the team keep the incident open till the monitoring ( typically 3 to more days) is also satisfactory.

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Wed Sep 10, 2014 3:12 pm


The first error is that if the service has been restored, the incident should be resolved and closed

Monitoring the circuit is something of work activity for the team that does the network monitoring

As for a proactive PM ticket, what exactly is going to be done - proactively ?

Is the circuit the correct b/w, the network and Telco equipment up to date s/w wise......
John Hardesty
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Tue Oct 07, 2014 3:23 pm

I think you should document, and find out the root cause and add it on your Problems DB and to have pro-action to prevent the same issue can happen again. Incident must be closed after resolved.
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Tue Dec 16, 2014 10:07 pm

If the incident has been resolved, then it is resolved and the ticket should reflect that state.

Depending on your processes (incident and problem) you are likely to either:

a) have determined that the root cause has not been identified and raised a problem ticket (or notified of a potential problem),

b) have recognized this as a repeat incident and raised a problem ticket (or notified of a potential problem),

c) done nothing / hoped that problem will pick up that this is a repeat / hope problem will pick up that the incident was resolved without a permanent fix / not do anything

Ultimately, you want to prevent this from happening again. If you leave the incident open and it reoccurs then that takes away any power that 'Problem' has for building a case to investigate the root cause (e.g. it may have happened 15 times but you only have 1 ticket and 1 low priority ticket doesn't add much weight to a case for investigating a problem).

The best approach for you is to ensure that your incident process smoothly flows into problem. This can be done in a number of ways, but our approach is to put accountability onto the team leaders of the teams who manage incidents to decrease incident numbers.... this ultimately drives some effort in problem management from the people who are most aware of repeat incidents.
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