Best Practice - When to open Problem ticket?

[JLeong]

Good day!

By default, ITIL user can open Problem ticket from an open incident ticket. Is this consider best practice? Should we expect the team to work on an incident and try to meet the SLA by restoring the service? Both will start counting time towards each SLA.

Thank you!

Regards,

Jocelyn

[Michael Fry1]

The goal of Incident Management is to try and restore service as quick as possible. In most cases, they should work the Incident to Resolve. If the problem persists, or is random, then generate a Problem so it can be diagnosed and a solution applied to prevent futher issues.