Problem Management
The Problem Management deals with investigation and system improvements of root causes of incidents. Typically, a Problem Manager is an Infrastructure Team Leader (2nd a 3rd line support).
Default Process Sample
This is the default process sample which the customer can further edit according to his own needs.
| Status |
Description |
Instructions for solver |
| New |
Pending classifying problem. |
Make sure that this is a Problem. If it is not the case, click on "Move to another service" to move the request to the correct service.
Specify the solution priority.
Then use "Assign to solver" to hand the request over to a specific solver for problem diagnostics. |
| Diagnostics |
Pending problem diagnostics. |
Determine the problem cause. Analyze related Incidents.
Suggest necessary measures and workarounds and record them. Create a related Change Request if necessary.
Finally change the record status to "Known error". |
| Known error |
The problem includes cause description and workaround. |
Attach any further Incidents to the problem.
Once the problem has been resolved, click "Close" to close the record. |
| Closed |
The request solution process has been finished. The request is closed. |
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