{"id":189,"date":"2014-03-29T17:08:07","date_gmt":"2014-03-29T17:08:07","guid":{"rendered":"http:\/\/itiltopia.com\/?p=189"},"modified":"2014-03-30T00:21:35","modified_gmt":"2014-03-30T00:21:35","slug":"incident-promotion-to-problem","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=189","title":{"rendered":"Incident Promotion to Problem"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=3201&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>According to ITIL, Problem management explains that &#8220;An Incident can never \u2018become\u2019 a problem&#8221;. Can anyone explain how this is possible with an explain?<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>Some tools allow the user to take an Incident record and &#8220;promote&#8221; it to a Problem. This is wrong. Remember that the Incidents associated with Problems are used to prioritize Problem investigation. If you promote an Incident into a Problem, then you have lost meaningful information on the number of Incidents associated with the Problem.<\/p>\n<p>If I were designing a Incident\/Problem Management system from ground up, the data collected in the Incident record and Problem record would be very different. In the Incident Record I would want the user&#8217;s identifying information, description of the user&#8217;s experience of the outage, time\/date stamps for every update to the record. In the Problem record I would want to know what IT person opened the record, what the technical issues (root cause, CI at fault, etc) are being analyzed. For Problem records I don&#8217;t care about the end user contact information at all. That should all be in the associated Incident record(s).<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: According to ITIL, Problem management explains that &#8220;An Incident can never \u2018become\u2019 a problem&#8221;. Can anyone explain how this is possible with an explain? A: Some tools allow the user to take an Incident record and &#8220;promote&#8221; it to a Problem. This is wrong. Remember that the Incidents associated &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=189\">Read more <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false},"categories":[8,7],"tags":[],"jetpack_featured_media_url":"","jetpack_publicize_connections":[],"_links":{"self":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/189"}],"collection":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=189"}],"version-history":[{"count":2,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/189\/revisions"}],"predecessor-version":[{"id":247,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/189\/revisions\/247"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=189"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=189"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=189"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}