Entering Problems and linking to Incidents - How is everyone doing it?

Sandy_Wood

Sandy_Wood Customer IT Monkey ✭

May 2018 in Analyst Portal

I'm interested how other Analyst Portal users are using Problems with Incidents. We've had a debate in our office about which should come first. Should we enter the Incident and then create a Problem and then link the Incident within the Problem?

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Best Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

May 2018 Answer ✓

I can't speak to how people are doing it in their environments, but ITIL specifies that IRs should be used to restore normal operation and PRs are used for root cause analysis especially when multiple IRs have the same root cause.

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Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

May 2018 Answer ✓

http://www.myitstudy.com/blog/2013/09/incident-vs-problem-itil-concepts/

5

Answers

Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

May 2018 Answer ✓

I can't speak to how people are doing it in their environments, but ITIL specifies that IRs should be used to restore normal operation and PRs are used for root cause analysis especially when multiple IRs have the same root cause.

5
Justin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭

May 2018 Answer ✓

http://www.myitstudy.com/blog/2013/09/incident-vs-problem-itil-concepts/

5
Sandy_Wood Customer IT Monkey ✭

May 2018

I guess an Incident is created first in most cases and then a Problem is created after the fact then.

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Sandy_Wood Customer IT Monkey ✭

May 2018

Great link, Justin. This explains it perfectly, I think.

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