Resolving Related Incidents before a Problem is resolved?

[Kristin J]

Hello! I am trying to configure Problem but am running up against issues with notifications and process. 

I thought that Incidents should be resolved when a workaround is available/service is restored, and then the Problem can remain open for root cause analysis. But OOB, Incidents remain open even if the Problem is resolved. This seems against my understanding of the process.

There is an inactive BR to resolve related Incidents when the Problem is resolved, but that can still leave Incidents open after service has been restored. Since the deprecation of the UI action in Problem that resolved related Incidents on-demand, is the process expectation that analysts are resolving all of the related Incidents manually, or leaving them open until the Problem is resolved?

Additionally, if I do turn on the close-related-incident BR, when a Problem is set to Resolved it triggers a comment to all the Incidents and sets them to resolved. However, because there is also a "send notification when incident is resolved" BR, the user gets two notifications.

We are a small team so we don't have Incident Manager/Problem Manager separation like in large organisations, and monitoring when to close incidents that have already received a workaround through a Problem seems onerous. I'm curious how others are managing this part of the process. Thanks for any feedback 🙂

Kristin

[Dr Atul G- LNG]

Hi @Kristin J 

No, I don’t think there’s any issue with enabling the UI action. You can educate your users about its purpose and benefits to ensure they understand its functionality.

[SN Arch Guy]

@Kristin J where did you end up with this?

I understand the issue with the metrics, etc and closing incidents early. But, it seems that enabling (and correcting) the BR wouldn't hurt; if the problem does get to the closed state and the incidents aren't yet closed, that takes care of them then.