Searching the Help
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Search for | Example | Results |
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A single word | cat
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"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Search for | Operator | Example |
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Two or more words in the same topic |
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Either word in a topic |
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Topics that contain one string and do not contain another | ^ (caret) |
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A combination of search types | ( ) parentheses |
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- Problem Management workflows and user tasks
- Problem Management views
- Find problem candidates
- Review incidents
- Create a new problem from an incident
- Create a new problem not based on an incident
- Associate a problem with an existing incident
- Associate a problem with an existing problem
- View records related to a problem
- Create a new problem from a problem record
- Create a new problem from a user interaction
- Update a problem
- Evaluate a problem
- Schedule a problem
- Close a problem that will not be fixed
- Defer a problem
- Review deferred problems
- Reassign a problem for additional support
- Set a reminder for a problem record
- Document the root cause
- Document the workaround
- Access the knowledgebase
- Open a Problem Management task
- Investigate and diagnose a Problem Management task
- Close a problem task
- Test the workaround
- Close a problem
- Assign a Problem Management task
- Open a known error
- Update a known error
- Assign a known error record to schedule a fix
- Associate a change request with a known error record
- Close a known error
- Access Problem Management reports
- Example: Problem workflow
Evaluate a problem
Part of Workflow(s):
Problem Management: Categorization
Problem Management: Investigation
Applies to User Roles:
Problem Analyst
Problem Coordinator
The goal of evaluating a problem is to determine what priority resolving the problem has in your organization. A problem's priority is a combination of the problem's impact, urgency, severity, frequency, and risk. For example, the frequency of reoccurring incidents may influence the urgency to resolve the problem. Furthermore, you may need to perform a risk assessment to determine the problem's impact on the business, such as whether the problem affects service availability or customer satisfaction. Due to resource constraints, it is important to focus on those problems that have the highest impact on the business.
To evaluate a problem, follow these steps:
- Click Problem Management > Search Problems.
- Use search or advanced search to find one or more records.
- Discuss the problem with stakeholders (for example, during a meeting) and answer the following questions:
- What is the priority of resolving this problem?
- Update the Impact, if necessary.
- Update the Urgency, if necessary.
- Is this problem correctly documented? If the problem is not correctly documented, update the problem documentation.
- Does the problem need further investigation?
- If the problem is still relevant, update the Status field to Deferred and schedule it for investigation at a later date.
- If the problem is no longer relevant, close the problem record.
- What is the priority of resolving this problem?
- In the Activities tab, select an update type in the New Update Type field.
- In the New Update field, type a description of your update.
- Click Save & Exit.
- If you have determined that you can close the problem record, follow these steps:
- Make sure all known errors are closed. For more information, see the related topics.
- Complete the necessary actions until the problem record progresses to the Review phase.
- Click Close in the taskbar, confirm that the subcategory and area are correct, and then select an applicable closure code.
Click Finish to close the problem.
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?
Example: Search for a record
Related tasks
Schedule a problem
Close a problem that will not be fixed
Defer a problem
Review deferred problems
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