Regarding the operation of status after creating a problem from an incident

[RyoyaFukuda]

Hi, all
Please tell me which of the following is correct regarding the operation of status after creating a problem from an incident.

(1) Problem: Resolved → Incident: Resolved
(2) Failure: Closed → Incident: Resolved

If both are operationally correct, please provide an example scenario.

[Robbie]

@RyoyaFukuda,

Problems and incidents have their own lifecycle and it is perfectly normal and expected for them to be managed in isolation.

For example... If a problem is created from an Incident, the incident resolution closure is not dependent on resolution of the problem. Incident management in its very nature is about resolving an unplanned event or service interruption as soon as possible.

Problem management is more of an analytical of identifying and managing the cause of incidents. These tend to have a longer lifecycle and time span compared to Incidents and are managed separately. Resolution of one is not dependent on the other.

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Thanks, Robbie

[Dr Atul G- LNG]

Hi @RyoyaFukuda 

(1) Problem: Resolved → Incident: Resolved

Atul: It is not always true, some time for a duration problem closed  as NO incident raised for same problem but might after a gap , the incident occurred for same problem, so in that case we can reopen / re-analyse the problem record. Both INC and PRB follow own process in SN , we can link each other and if you want that prb get closed , inc also get clsoed need to write code for same.

(2) Failure: Closed → Incident: Resolved

Atul: Failure? I dont think , this term exits in SN, what do you mean or in which context you re referring term Failure?

[RyoyaFukuda]

I miss it.

(1) Problem: Resolved → Incident: Resolved
(2) Problem: Closed → Incident: Resolved
This is correct.

[Dr Atul G- LNG]

Hi @RyoyaFukuda 

As mentioned earlier, it all about process, if no incident get opened in limited time, you can mark incident as resolved. 

There is not best or standard practice around this.