This documentation supports the 18.08 version of Service Desk.

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Indicating an impasse

If the specialist cannot find a root cause, or if the Change Management process rejected the known error, then the problem investigation is at an impasse and can not be resolved. If this occurs, update the known error and the problem investigation records to indicate this is the case.

This topic contains the following procedures:

To indicate a problem investigation impasse

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. In a work information note on the Work Detail tab, record why no further action currently is required.
  3. Set the Status field to Pending.

    Note

    If the problem investigation previously came to an impasse and the Status is already set to Pending, create a work information note indicating that a resolution is still not available. You must perform periodic checks of problem investigations at an impasse to see whether they can be resolved. For information about how to do this, see Performing periodic checks.

  4. Click Save.

To indicate a known error impasse

  1. To indicate a known error impasse, from the Defined Searches area of the Navigation pane on the Problem Management console, choose Known Error > All Open Known Errors.
  2. Click Refresh.
    The Known Errors list refreshes with all open known errors for the selected Company and View By fields.
  3. Select the known error and click View.
  4. On the Work Detail tab of the Known Error form, create a work information note to explain why the problem was not fixed.
  5. Set the Status field to Canceled.
  6. Set the Status Reason field to No Longer Applicable.
  7. Click Save.
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