Recurring P1/P2 incidents for which there is a RCA PMR

Discussion on issues related directly or largely to ITIL problem management.
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Joined: Mon Sep 21, 2015 8:00 pm

Tue Sep 22, 2015 10:11 am

After the first P1/P2 incident, we have opened a RCA PMR to find the root cause. The cause was found to be a bug for which the correction will only be available in a couple of weeks.

In the meantime, other users are reporting the same P1/P2 incident and these need to be recorded and tracked.

The questions is: do we continue to open Incidents for these reported incidents and link to the PMR, or do we open Service Requests for tracking?

I believe that a bulletin should be sent out to all users informing them of the problem, impact and estimated time for the correction to be implemented. However, some users will still call in to report the incident, at which point we are not sure how to record these.


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