I have an incident, which is replica of the same incident I already had!
Please note this is not the another occurrence of the past incident so this is not eligible for Problem Record.
so, same incident [occurred on same time] logged twice or more! my question is Whether this should be:
1. Resolved as marked "Duplicate" OR
2. Reject as marked "Duplicate"
I understand, we can define any process that suits us, but what does ITIL suggest?
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General discussion on all aspects of the IT Infrastructure Library (ITIL)
3 posts • Page 1 of 1