Indicating a problem investigation at an impasse
This user scenario describes how to indicate a problem investigation at an impasse. Incident Management and Problem Management must be installed to follow this user scenario.
During Bob Baxter's incident request review of the Calbro Payroll service, he discovers also that over the past six months multiple incident requests have been registered related to slow searches against the Payroll service database. Bob assigns the problem investigation to Ian. Ian's problem investigation finds a defect in the database management software that might be corrected by a future patch. Ian notes the root cause, but because a permanent solution in not yet available, he moves the problem investigation status to Pending. Bob performs periodic checks against problem investigations with a status of Pending, to see if permanent solutions have become available.
The following table describes the typical steps involved in this user scenario:
The problem coordinator performs an incident request review:
Bob performs an incident request review by searching incident requests registered against services with the following characteristics:
Bob spots another trend-numerous incidents have been reported against the Payroll service related to the length of time it takes to run a search against the database.
The problem coordinator relates all the related incident requests to the problem investigation.
Bob then relates the other incident requests to the problem investigation.
The problem coordinator assigns the problem investigation to a specialist.
After creating the problem investigation, Bob assigns it to Ian.
The specialist accepts the assignment and performs the root cause analysis.
Ian accepts the problem investigation assignment and begins a root cause analysis. During the root cause analysis, he determines that the problem is with a defect in the database management software. Ian also determines that none of the database management software patches fixes this problem. The problem might be fixed in a future release.
Ian notifies Bob that he has completed the root cause analysis and determined the problem is with the database management software. He also tells Bob that, currently, no patch from the database software vendor fixes the problem.
Bob performs an analysis review and double-checks that Ian's assessment of the situation is correct.
Because no current fix for the root cause is available, Bob determines that the problem investigation is at an impasse.
Periodically, the problem coordinator checks the problem investigations with a status of Pending.
Bob performs periodic checks of all problem investigations with a status of Pending to determine if a solution has become recently available.