Review incidents

Part of Workflow(s): Problem Management: Logging

Applies to User roles: Problem Coordinator

You should periodically review incidents (whether they have been closed or are currently open) to determine if they are the result of a new problem or if they match an existing problem. Your analysis of incident data may reveal similar or reoccurring incidents, which may indicate a problem. By default, Service Manager requires that all closed incidents not resolved through a permanent fix must be related to a problem. You can match such incidents to existing problems or create a new problem record for them.

To review incidents, follow these steps:

1. Open the incident that you want to review.
2. Review the details of the incident.
3. Determine whether the incident is already related to an existing problem or known error.
4. Search for problems and known errors similar to this incident (such as same classification, same CI, or same product or model).

5. If the incident is similar to an existing problem, associate the incident to that problem. You can relate a configuration item (CI) group to the problem or create a new CI group to define the set of CIs that have this problem.

   Note The Incident Management staff may have already linked some incidents to existing problems.

   Service Manager automatically updates the incident count of a problem record when you associate an incident to it.

6. If you cannot find a matching problem or known error, create a new problem record.

Related topics
Find problem candidates
Create a new problem from an incident
Create a new problem not based on an incident
Associate a problem with an existing incident
Update a problem