I’ve got an email from a customer that report of an issue using the application. (like market estimations after year 2030 are clearly false)
I open an incident ticket.
After a first analysis it appears evident that this is related to an application bug.
I open a problem ticket to deal with the bug. At the same time let’s imagine that there is no workaround for this issue (it may happen): what to do with the incident ticket?
I keep it unresolved and open till the underlying problem is solved (the bug is fixed)?
I resolve the incident as “won’t fix” and I keep it open till the underlying problem is solved (the bug is fixed)?
I close the incident and I take care only of the problem ticket?
The incident record should be linked to the problem record and left open. Any additional reports of users encountering the issue should have new incident records opened and linked to the same problem record. This way, by using the count of incidents linked to problem records, Problem Management can prioritize which problems to address.
Once Problem/Change/Release have implemented and confirmed that the problem has been resolved, then all the linked incidents can be resolved.
If you want to prevent the open incidents from being used as a negative reflection against your metrics, include a status for incidents of “Awaiting Problem Resolution” and exclude that status from your reporting.
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