Look at the statement bellow and tell me if you agree;
“A Problem record cannot be progressed into a known error until all associated incidents are resolved”
This appears to be supported by the blue book which states;
“A known error status is assigned when the root cause of a problem is found and a workaround has been identified”
I would have to disagree with the statement proposed by your organization. Consider the following situation:
Your organization has users that are reporting a lot of Incidnets when using an intranet web app. The issue is turned over to Problem Management who finds that the CI at fault is MS Internet Explorer, the Root Cause is the way MS has determined to support a web standard (javascript), and a workaround would be to install Mozilla on the affected workstations.
You have successfully defined the Problem to the state of a Known Error. The question of whether to execute the workaround on all the affected workstations is up to the Incident Management process. It may be that an emergency Change could be executed on the intranet web app to resolve the Problem in less than 24 hours. In that situation, executing the workaround to the list of currently affected workstations would be more effort than it is worth.
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