This documentation supports the 19.02 version of Service Desk.

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

Problem Management consoles overview

The following consoles provide access to all or a part of Problem Management:

  • Problem Management console
  • Overview console

The Problem Management console is the main console for the application. It provides problem coordinators and specialists with a single point from which they can create problem investigations, known error entries, and solution database entries. It also provides a place from which they can monitor the progress of problem investigations as the investigation moves through its lifecycle, and record work that was performed during the investigation.

Using the Overview console, specialists can view problem investigations that were assigned to them through the Problem Management application. The specialist role is fulfilled by all IT employees and long term contractors, other than Service Desk Analysts and IT Operators. Specialists can also view work that was assigned to them through the other BMC Remedy IT Service Management applications with which Problem Management integrates:

  • BMC Service Desk: Incident Management
  • BMC Asset Management
  • BMC Change Management
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