{"id":94,"date":"2014-03-28T22:46:49","date_gmt":"2014-03-28T22:46:49","guid":{"rendered":"http:\/\/itiltopia.com\/?p=94"},"modified":"2014-03-30T16:12:42","modified_gmt":"2014-03-30T16:12:42","slug":"is-a-workaround-a-resolution-to-an-incident","status":"publish","type":"post","link":"http:\/\/itiltopia.com\/?p=94","title":{"rendered":"Is a Workaround a Resolution to an Incident"},"content":{"rendered":"<div class=\"source\">From the <a href=\"http:\/\/www.itilcommunity.com\/modules.php?name=Forums&amp;file=viewtopic&amp;t=2658&amp;highlight\">ITIL Community Forum<\/a><\/div>\n<div class=\"question\"><span class=\"label\">Q:<\/span><\/p>\n<p>Should an incident be closed if a work-around is found and an associated Problem record has been created, or should the Incident remain open until the Problem is closed?<\/p>\n<\/div>\n<div class=\"answer\"><span class=\"label\">A:<\/span><\/p>\n<p>According to the strict definition of ITIL (at least according to the way I have interpreted the books), yes. An Incident is defined as interruption or (degradation in quality) in a Service. A Workaround is defined as a means of restoring Service by no longer being reliant on the failed component.<\/p>\n<p>I would say that there needs to be some procedure in place to return the user to a pre-Workaround state (in cases where that is desirable) once the Incident has been closed. This might include a flag on the Incident record that the Workaround results in a less then desirable state, or a report that shows the Incidents resolved to the Workaround that would then need new Service Requests opened for follow up work.\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>From the ITIL Community Forum Q: Should an incident be closed if a work-around is found and an associated Problem record has been created, or should the Incident remain open until the Problem is closed? A: According to the strict definition of ITIL (at least according to the way I have interpreted the books), yes. &hellip;<br \/><a href=\"http:\/\/itiltopia.com\/?p=94\">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\/94"}],"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=94"}],"version-history":[{"count":7,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/94\/revisions"}],"predecessor-version":[{"id":272,"href":"http:\/\/itiltopia.com\/index.php?rest_route=\/wp\/v2\/posts\/94\/revisions\/272"}],"wp:attachment":[{"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=94"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=94"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/itiltopia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=94"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}