ITIL standards for Problem Management - Accept Risk

[juddmnu]

We've recently migrated to the latest problem state model and noticed that the "Accept Risk" UI action closes the Problem record as Closed Complete. To our understanding accepting risk does not necessarily mean that a Problem is completed, but that the Problem is acknowledged. We are wondering if setting the Problem to Closed Completed is the expected OOTB behavior for this feature.

[Dr Atul G- LNG]

Hi @juddmnu 

As per SN, OOTB is expected behaviour which means, if the risk is accepted then NO action further to work on prb and we can close the pub but I agree with you, I won't risk acceptance for 2 months and in the meantime I will work on prb, so practically we can take only 1 action either accept risk and close pub or keep open prb and get the solution. There is nothing right or wrong, it depends on the process you want to set. But if you go as per SN then this is what it provides. 

[juddmnu]

Thanks @Dr Atul G- LNG  we are trying to remain with the ITIL standard but we may need to configure the behavior 

[Dr Atul G- LNG · Accepted solution]

Agree mate, so you can below points as reference and change the process.

[Kristin J]

I'm thrashing through Problem config right now and I feel you, lol. I did read somewhere that a "best practice" can be to close the Problem as Risk Accepted, but have a process to regularly revisit PRB that are in the Risk Accepted state, to see if any need to be Re-Analyzed. That might help with the concept of "Complete".

What did you end up doing?