Why do some Change tickets end up in PIR and others don't?

[pash80]

An Emergency change will always end up in PIR. However, we have cases where a normal and pre-approved (standard) changes have also ended up in PIR in the change workflow. Can someone provide any guidance why that happened? Also, there were some Emergency tickets where PIR date and close comments were not highlighted as mandatory fields but, in most other Emergency cases it forces you to complete those two fields. All / any help will be appreciated.

[sachin_namjoshi]

Please refer below which may be helpful to you.

ITIL Change Management - A Comprehensive Guide

Regards,

Sachin

[Shane J]

Can you provide a screen shot of your Change Request workflow?

[pash80]

I would like to do that but not sure if that contains company specific information so will explain why looking at the workflow didn't answer my question. Once it has moved out of the change management / CAB queue and moves into Scheduled and then In progress, does choosing the closed status i.e. backed out or unsuccessful throw it into PIR? The workflow doesn't show which option is chosen in the closed status just shows the arrow pointing to the PIR condition in some cases while in others it by passes it. My guess is if Closed-successful is chosen it moves in closed otherwise is thrown into PIR?