Hello All,
Any problem that is created due to a repeat of an issue is marked as a Repeat problem. Below are some of the points to be noted:
1: There is a problem ticket created for every P1 and P2 incidents.
2: Percentage of Repeat problem tickets is a major KPI for problem management team.
3: A Problem is marked as repeat if 2 different problem tickets are created for the same issue.
4: Example 1 : If the same issue is reported from 2 different applications or datacenters with a small difference in time (1 hour or 2 hours), then 2 different problem tickets are created. The Problem ticket created later is marked as a Repeat Problem.
5: Example 2: If a Problem ticket is created for a known issue where in the preventive actions for Previous Problem is still "In-Progress", The problem is marked as a Repeat Problem.
6: Example 3: If a problem ticket is created for a known issue where in the preventive actions for Previous Problem is closed, The problem is marked as a Repeat Problem.
How can we reduce the repeat percentage? Please advice.
