Use > Problem Management > Problem Management workflows and user tasks

Problem Management workflows and user tasks

The Problem Management process includes the activities required to identify and classify problems, to diagnose the root cause of incidents, and to determine the resolution to related problems. It is responsible for ensuring that the resolution is implemented through the appropriate control processes, such as Change Management.

Problem Management includes the following out-of-box workflows:

Problem Management

The Problem Management workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Problem record goes through several phases to complete the life cycle.

The Problem Management workflow consists of the following phases and tasks.

Workflow phase Tasks
Logging
Categorization
Investigation
Resolution
Review
Closure
  • None
Abandonment
  • None

Problem Task

The Problem Task workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Problem task goes through several phases to complete the life cycle.

The Problem Task workflow consists of the following phases and tasks.

Workflow phase Tasks
Waiting
Active
Review
Closure
  • None
Cancelled
  • None

Known Error

The Known Error workflow is a sequence of connected steps in the life cycle of a support or service request. In the workflow, a Known Error goes through a single phase before closure.

The Known Error workflow consists of the following phases and user tasks.

Workflow phase Tasks
Logging
Closure
  • None

To see more workflow diagrams and more information about these workflows, refer to Service Manager Processes and Best Practices linked to in the related topics.

Related topics

Problem Management overview

Processes and Best Practices