Phase 1: Error assessment

This phase is critical because it is where technical experts study the error to understand it and develop a solution.

Although a known error is the usual result of completing the last phase of problem Control, an internal organization, such as Development or Customer Support can also identify known errors. For example, Development might notice a known error when performing current or new development activities such as upgrades, enhancements, or technology acquisitions. In this case, Development would Create a new problem record and verify the error during the Error assessment phase.

A permanent solution may require a change to the affected Configuration Item (CI). If this is the case, the error assessment team can open a Request for Change (RFC). HPE Service Manager enables you to open an RFC from the known error record. It also updates all affected records automatically.