Duplicate incident Handling

General discussion on all aspects of the IT Infrastructure Library (ITIL)
Post Reply
User avatar
Posts: 1
Joined: Tue Aug 01, 2017 8:00 pm

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.

User avatar
ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

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
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
User avatar
Posts: 3
Joined: Tue Aug 15, 2017 8:00 pm

Wed Aug 16, 2017 1:42 am

Create it as slave ticket and resolve.
Post Reply