Problem Management user roles

The following table describes the responsibilities of the Problem Management user roles.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"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
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Problem Management user roles
Role	Responsibilities
Problem Manager	Communicate with stakeholders if required Inform the Change Manager if required Defer problems if needed Decide on investigation of problems Register Request for Changes or Service Requests to solve problems Validate proposed solutions to problems Validate the outcome of closed changes and close problem Validate that a problem is solved Conduct problem review and document lessons learned Close problem and inform stakeholders Monitor the problem resolution progress and perform the required action
Problem Coordinator	Periodically perform analysis to see if new problems need to be registered Register problems Categorize and prioritize problems Assign work to the Problem Analysts Schedule the problem resolution Coordinate root cause analysis and diagnosis
Problem Analyst	Investigate and diagnose assigned problems for workarounds and/or root causes Review and accept or reject assigned errors problems or problem tasks Investigate and diagnose assigned problems and propose solutions and workarounds Identify known errors Implement corrective actions

Role

Responsibilities

Problem Manager

Problem Coordinator

Problem Analyst

Investigate and diagnose assigned problems for workarounds and/or root causes
Review and accept or reject assigned errors problems or problem tasks
Investigate and diagnose assigned problems and propose solutions and workarounds
Identify known errors
Implement corrective actions

Related topics

Connect

Micro Focus Marketplace

ITSM Blog for IT Service Management

ITSM Community

Documentation Forum

Learn

Software Support Online

Software Support Downloads

Software Education Services

Contact

Submit Service Request

View Service Requests