[bradwood]

> When you place a fix into production, often it's the case you hope it resolves all issues and doesn't create new ones.

I hope not. Relying on "hope" when fixing prod is not a recipe for success in my book. It should ideally be possible to recreate the problem in a lesser environment, or at least get a level of comfort that fix will work based more on fact than "hope" before applying it.

Even then, if you are relegated to the level of hope and prayer when trying to handle an incident, it still doesn't mean you should close it unless you are *certain* it's fixed.

You can mark it as mitigated or fix applied, monitoring for xx period before marking as resolved or similar, surely.

[dismantlethesun]

I wholly agree. From what I see OP also agrees since they will now be using a stricter criteria to enable them to close more incidents earlier and only reopen when it's proven that there are other issues.