Relation between incident, known error and problem

[SaswatiC]

Hi,

Kindly help me to understand below:

1. If risk is accepted for a problem record should the problem ticket marked as resolved as there is no permanent fix available to the issue ?

2. If there is an incident due to same issue where risk is accepted and problem ticket is closed, should this incident be linked with old and closed problem ticket ?

3. In such cases can we directly link incident with the known error article as problem is already closed and risk is accepted with no fix applied ?

[Dr Atul G- LNG · Accepted solution]

Hi @SaswatiC 

Kindly help me to understand below:

1. If risk is accepted for a problem record should the problem ticket marked as resolved as there is no permanent fix available to the issue ?

Atul: Not automatic, but manually. Also the risk must be added in RAID log.  Try to find out the work around and accept risk. Without workaround risk acceptance is too risky.

2. If there is an incident due to same issue where risk is accepted and problem ticket is closed, should this incident be linked with old and closed problem ticket ?

Atul: again, as per process, Yes you can link with prb  and close the problem record. 

3. In such cases can we directly link incident with the known error article as problem is already closed and risk is accepted with no fix applied ?

Atul: Yes, that is a good practice. 

[SaswatiC]

Thank you Atul for your quick help to get my queries answered.