We have a long standing incident open (Nearly 18 months now). The incident was long ago resolved by workaround, and has reoccured a number of times, with each being resolved. The root cause is still being investigated.
I am encouraging the resolver group to manage this through Problem Management, for which a record is already open. They are resisting as there is no method in Problem Management by which they can communicate with the original caller. There is no caller field on the record, you can't add additional comments (public). The original caller needs to be kept up to date as this is a payroll issue and they are the payroll manager, so have a vested interest in seeing root cause identified and resolved.
Is there a trick we are missing? How do you keep stakeholders updated on progress with Problem tickets? Don't want to add them to the Work Notes list as they don't need to see technical commentary.
