Find problem candidates

There are times when you may need to create a problem before any incidents are reported. Typically, such problems arise from periodic reviews of incident trend analysis or from vendor/supplier published issues. You can also obtain lists of specific incidents to review from your stakeholders, from external reporting systems, or by searching for incidents flagged as problem candidates. You should set up periodic reviews for all areas mentioned below, and any other areas that might be problematic.

To find problem candidates, follow these steps:

1. Review known error information published by your suppliers to identify potential problems.
2. Review events for all systems to identify potential functional problems.
3. Review performance, capacity, and availability for all systems to identify potential performance and capacity issues.
4. Review data provided by security management to identify potential security problems.
5. Search for priority 1 incidents in the database. To do this, follow these steps:
   1. Open Problem Management > Search Problems.
   2. In the Look For list, select Incident.
   3. In the Priority field list, select 1 - Critical.

   4. Use search or advanced search to find one or more records.Service Manager displays incidents with a priority of 1.

6. Search for problem candidates. To do this, follow these steps:
   1. Open Problem Management > Search Problems.
   2. In the Look For list, select Problem.
   3. In the View list, select Open Problem Management Candidates.
   4. Use search or advanced search to find one or more records.Service Manager displays incidents flagged as problem candidates.
7. Search for problem candidates in the incidents queue. To do this, follow these steps:
   1. Open Problem Management > Search Problems.
   2. In the Look For list, select Incident.
   3. In the View list, select All Open Incidents.
   4. Use search or advanced search to find one or more records.
   5. Refine your search by adding the following kinds of incidents, or other candidates, as required.
      • Closed incidents
      • Candidates resolved through a workaround or temporary fix
      • Candidates not linked to problems or known errors
      • Suspected problems (as identified by stakeholders)

      Service Manager displays incidents that meet the search criteria.

Related topics

Example: Search for a record

Related topics

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