Use > Problem Management > Problem Management workflows and user tasks > Defer a problem

Defer a problem

Part of Workflow(s):

Problem Management: Categorization

Problem Management: Investigation

Applies to User Roles:

Problem Coordinator

Problem Manager

If you want to defer a problem, you must specify the reason for deferral. For example, if after investigation you decide to delay scheduling a problem for resolution, you can defer it. Or, if the Problem Analyst was unable to successfully test and validate a fix and you want to continue investigating a solution, you can defer the problem. You can later finalize how to handle the problem when you review deferred problems.

To defer a problem, follow these steps:

  1. Click Problem Management > Search Problems.

  2. Use search or advanced search to find one or more records.

  3. Double-click the problem record that you want to defer.
  4. In the Status drop-down list, select Deferred.
  5. In the Activities section, select the applicable update type from the New Update Type field list.
  6. In the New Update field, type the reason for the deferral.
  7. Click Save & Exit.

Note Make sure you update the status of the problem during your regularly-scheduled review of deferred problems.

Related topics

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 topics

Close a known error
Close a problem that will not be fixed
Evaluate a problem
Review deferred problems
Schedule a problem
Update a problem