Words and Phrases
Problem management phases
Service Manager uses phases to describe the steps needed to resolve a problem. The phase also determines the forms users see, the actions users can manually trigger. In an out-of-box system, most of the phase transitions are triggered by change to the problem status.
The following figure shows the workflow phases for a problem.
The out-of-box known error workflow uses only two phases to differentiate the open and closed known error records. A known error is opened with a documented root cause and workaround, and closed when a permanent solution is found.
The following figure shows the workflow phases for a known error:
