Problem Ticket Closure

Discussion on issues related directly or largely to ITIL problem management.
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sbh
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Joined: Fri Apr 16, 2021 1:50 pm

Fri Apr 16, 2021 1:56 pm

Hello, I am new to Problem Management, so please be patient with me 😊

I need so advice around Problem Ticket Closure where a workaround has been implemented but the ultimate fix could be many months i.e. low priority problem fix waiting to be incorporated into a bugfix or general release, competing against higher priority issues. I am using ServiceNow to track the problem’s and currently reference a JIRA ticket# for the fix within the problem ticket.

I am not keen on problems tickets remaining in an open state for months, how do you advise I manage this. Do I place the problem record into a “known error” state until the fix is applied and then close afterwards? or is there a better course of action, perhaps?

Appreciate your thoughts and feedback - Stuart


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