As a new incident manager, I sometimes encounter situations where there is no workaround for an incident. The IT supplier cites the complexity of the incident and wants to open a problem ticket to investigate the issue. Often, the problem described in the ticket cannot be reproduced. I wonder what the status of the incident should be in this situation? The IT supplier naturally suggests that it should be on hold, but what do you think and what is the best practice according to ITIL4?
