Schedule a problem
Part of Workflow(s):
Problem Management: Investigation
Applies to User Roles:
Problem Coordinator
Problem Manager
When you schedule a problem, set the target dates based on the priority and impact on affected services and whether there is a workaround or fix available. Assign or reassign the problem to a group with the skills necessary to find a resolution to the problem.
To schedule a problem:
- Click Problem Management > Search problems.
- Use search or advanced search to find one or more records.
- Select a record from the list.
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In the Investigation and Resolution tab, enter values in the Expected Root Cause Identified Date and Expected Problem Resolution Date fields.
Note The Investigation and Resolution tab is only available once the problem moves to the Investigation phase.
- In the Activities section, click the New Update Type field list and select the applicable update type.
- In the New Update field, type notes to include the current activity update.
- Click Saveor Save & Exit.
- Notify the Problem Coordinator and the stakeholders about the plans and resources assigned to this problem.
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Related concepts
Categorize the problem
Classify the problem
Due dates
Problem Management and Service Level Management
Advancing a problem to the next phase
Tracking and monitoring problems
When does a known error close?
Search for a record
Related tasks
Close a known error
Close a problem
Close a problem that will not be fixed
Defer a problem
Evaluate a problem
Reassign a problem for additional support
Review deferred problems
Schedule a problem
Set a reminder for a problem record
View records related to a problem