Managing Problems Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states. Create a problemA problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.Assess a problemAssess a problem to determine whether the problem requires a thorough investigation.Add multiple incidents to a problemAdd multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.Associate CIs with ProblemAssociate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.Investigate root cause of a problemIdentify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.Resolve and complete a problemResolve the issue and add detailed note of the resolution for future reference.Create change request from a problemAfter you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.Add multiple change requests to a problemAdd multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.Create a problem taskProblem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.Assess a problem taskAssess a problem task to determine the feasibility of working on the task.Complete a problem taskResolve and complete the problem task.Resolve related incidents from a problemAfter you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.
Managing Problems Understand how Problem and Problem task is created, assessed, investigated, and fixed in a Problem or Problem task states. Create a problemA problem is a cause of one or more incidents. Create a problem to identify the root cause of the incidents and try to prevent them from happening again.Assess a problemAssess a problem to determine whether the problem requires a thorough investigation.Add multiple incidents to a problemAdd multiple incidents to a problem to avoid creating multiple problems for incidents that have the same issue.Associate CIs with ProblemAssociate multiple affected or impacted configuration items (CIs) to a problem to find out all the CIs that are affected by the same problem.Investigate root cause of a problemIdentify the root cause of the problem to analyze, track, and resolve recurring incidents permanently.Resolve and complete a problemResolve the issue and add detailed note of the resolution for future reference.Create change request from a problemAfter you investigate and perform a root cause analysis of the Problem, you can understand whether the Problem can be resolved or you should find a temporary workaround for the Problem. If the Problem can be resolved, implement the fix, or the resolution for the Problem.Add multiple change requests to a problemAdd multiple change requests to a problem to capture all the requests that you need to implement to fix the problem.Create a problem taskProblem tasks are how the problem coordinator asks subject matter experts for help with identifying the root cause and proposed fix for a problem. Divide the problem into multiple problem tasks to help with the investigation. You can assign the problem tasks to different assignment groups or users.Assess a problem taskAssess a problem task to determine the feasibility of working on the task.Complete a problem taskResolve and complete the problem task.Resolve related incidents from a problemAfter you consider a problem to be resolved, the incidents related to the problem with the state On Hold may be resolved using a UI action from the Problem form.