From the ITIL Community Forum
Q:
If it has been identified that a new release of an application is required in order to solve an incident within an application e.g. certain functionality is not working (no workaround in place) should we keep the incident open until such a time as the release has been rolled out – even if the application/software itself is up and running?
A:
Yes. Since you have not restored the user’s Service, the Incident cannot be resolved. In a perfect world, implementing the Release (if successful) will auto-magically resolve all the associated open Incidents. This of course will only work if your Incident and Release management systems are integrated.
Leave a Reply