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System reboot for Incident fix, does it require an RFC to be logged?
Posted: Sun May 23, 2021 5:55 am
Hi there, im new to this forum.
If there is an incident created and requires system reboot, do you need to log a RFC or you can do the reboot under an incident? Thanks
Re: System reboot for Incident fix, does it require an RFC to be logged?
Posted: Wed Jun 23, 2021 6:25 pm
While a reboot is considered by many to be a "change of state" and would require a change request to perform the reboot. This is more for conflict management, planning and communications purposes.
in situations where there is an active incident and the severity of the incident warrants a reboot (the system is hung / unresponsive), then the reboot would be performed to restore the service/server to operation. In my experience, we did not require an after-the-fact RFC for this reboot. NOTE: I recommend that if the service is still running with some people working during the normal work hours, but it's determined there is an issue (aka: incident) and the server needs to be restarted, it's best to leverage the incident procedures (a call to the service owner and IT incident escalation manager by the team responding to the incident) for determining if the reboot can/should happen now or if it can wait until off-peak hours.
I hope this helps, if not, let me know what other questions you have.