Resolving a Problem

An problem record documents the unknown, underlying cause of one or more incidents. When resolving a problem, the agent's goal is to prevent or minimize the impact of further incidents.

To resolve a problem, an agent generally takes the following actions:

• Assigning or taking ownership

• Recording labor time

• Applying a problem template

• Searching for a solution

• Creating a communication to other users

• Implementing measures either to either prevent or minimize the impact of further occurrences of Incidents. This may involve creating related change or release work orders.

• Marking the problem as a known error. Building and maintaining this information enables faster, more efficient resolution of future problems and incidents.

• Updating the status of the problem. By default, this does not update the status of the originating record.