This documentation supports the 19.02 version of Service Desk.

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

Changing problem status and setting the status reason

The status of a problem indicates the stage at which the problem investigation or the known error is in its lifecycle. The status is the only way you can ascertain whether the problem is resolved, pending, assigned, and so on.

Note

If the status of a problem is changed in Smart IT, a work information note is automatically added to the related problem.

To change the problem status and set the status reason

  1. Open a problem investigation or known error.
  2. From the Status list, select the new status.
  3. If applicable, select the status reason from the Status Reason list
    The status reasons  are determined by the selection that you make in the Status  field. In most cases, the status reason is for informational use only and does not affect how the application behaves. So, you can assign meanings to the status reasons that are appropriate to the needs of the organization. For more information about Status reason, see status reason.
  4. Click Save.

BMC Service Desk provides the following statuses for known errors:

StatusDescription
AssignedThis status is set by default when you create a new known error. You can assign a known error to a support group or individual.
Scheduled For Correction

Set this status when a known error is pending due to an infrastructure change or has a dependency on a vendor.

Also, set the required status reason:

  • Pending Infrastructure Change The known error is open and is pending as an infrastructure change is required to correct it.
  • Pending Third Party Vendor - The known error is open and is pending for action from a third-party vendor.
Assigned to Vendor

Set this status when you want the support of a third-party vendor to resolve a known error.

No Action Planned

Set this status when you cannot address the known error.

Also, set the required status reason:

  • Funding Not available - The known error is on hold due to unavailability of funds.
Corrected

Set this status when you have corrected a known error, but it needs to be reviewed.

Also, set the required status reason:

  • Pending PIR - The known error has been corrected and it is ready for review.
Closed

Set this status when you want to close a known error.

Cancelled

Set this status when a known error is not valid anymore or if it is a duplicate of a current investigation.

Also, set an appropriate status reason:

  • Duplicate - The known error already exists.
  • No Longer Applicable - The known error is no longer applicable.


These are the available statuses of problem investigation.

StatusDescription
DraftThis status is set by default when you create a new problem investigation.
Under Review

Set this status when a problem investigation is under review.

Assigned

Set this status when you assign a problem investigation to a group or an individual. 

Under Investigation

Set this status when you start the root cause analysis of a problem investigation.

Pending

Set this status when you cannot continue with your root cause analysis due to a dependency on some other event or individual.

Also, set an appropriate status reason:

  • Automated Resolution Reported - The problem coordinator receives an automated report that the problem investigation is resolved, which needs verification.
  • Client Action Required - The problem investigation is in pending status, as it depends on a client action.
  • Client Hold - The problem investigation is created from an incident request, and the client informs the service desk to temporarily stop working on the incident request. 
  • Future Enhancement - The problem investigation requires a future enhancement. For example, a new feature should be added to the software application.
  • Infrastructure Change - The problem investigation requires an infrastructure change.
  • Local Site Action Required - Some action needs to be taken at the location where the problem occurred.
  • Monitoring Problem - The problem must be analyzed before the problem investigation moves to the next status.
  • Pending Original Problem
    This problem investigation is a duplication of another problem investigation. It can be closed after the original problem investigation is closed.
  • Purchase Order Approval - The problem investigation requires a purchase order approval before proceeding.
  • Registration Approval - The problem investigation requires approval from another department before proceeding.
  • Request - The problem investigation requires the support of a third party before proceeding.
  • Supplier Delivery - The problem investigation requires a delivery from a supplier before proceeding.
  • Support Contact Hold
    The help desk agent assigned to the problem investigation is working on another problem investigation now.
    Alternatively, the help desk agent is awaiting response from someone in a second or third tier support group.
  • Third Party Vendor Action Reqd - The problem investigation requires an action from a third party vendor before proceeding.
Completed

Set this status after you complete the root cause analysis.

Also, set the required status reason:

  • Enhancement Request - The problem investigation requires a future enhancement to permanently resolve the problem.
  • Known Error - The problem investigation has been completed with a temporary solution.
  • Solution Database - The solution implemented to resolve the problem needs to be recorded.
  • Unresolvable - The problem investigation cannot be resolved.
Closed

Set this status after you review the root cause analysis.

Note

The problem investigation moves automatically to Closed status if it is not closed for a predefined period.

Cancelled

Set this status when the problem investigation is not valid anymore or is a duplicate of the current investigation.

Also, set the required status reason:

  • Duplicate Investigation - Another problem investigation for a similar problem.


Related Topic

Viewing the audit log

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