Enhancements from problems

[p1lfc]

I have a problem record, which after investigation we have found the system is working as designed (issue is slow pdf printing via citrix).

My question is : As an enhancement to the system is required to resolve the users issue, how do i track it. Do i keep the problem record open (not sure) or should i be using another mothod/ process?

Thanks in advance

[vabs]

hello,

You should not close the ticket until your issue is resolved and proper RCA has been done.

[UKVIKING]

Actually it is depended on the Problem Managemetn policy and process as this is a decision on the inside

[p1lfc]

Thanks Guys.

John, I thought that may be the case. I dont like the idea of a Problem ticket remaining open when we're looking at development. (In this case bigger pipes etc). I just need to ensure there is a tool/ process to track the new enhancement.

[UKVIKING]

The PM record should be used to spawn that.
The PM record should not exactly be closed but be inactive and -- see that..

An Enhancement could be a scope change request which is service design sort of work