This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Verifying the structural solution

When you are notified that a problem is resolved, open the problem investigation and any related known errors to review the information about the respective Work Detail tabs.

You do this to determine which structural solution was implemented to resolve the problem. After determining the nature of the structural solution, you must verify that the solution has solved the problem. One way to do this is to review the production test results. In cases where incidents caused by the problem under investigation exhibited only intermittent symptoms, the only way to verify the solution might be to monitor incident requests against the affected service, to see if any new incidents are being reported.

Verifying the structural solution

(Click the following figure to expand it.)

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