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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Performing periodic checks

If a problem investigation results in an impasse, you must periodically check the problem investigation, to see if newer technology or another approach might provide a solution.

You can, for example, contact the supplier of the CI in which the root cause resides to see if the supplier has been able to determine a structural solution. You might also check websites that provide solutions for recognized, common errors or problems with specific versions of software or specific models of hardware.

If you determine that a structural solution or permanent workaround might now be possible, record this information in a work information note on the Work Detail tab and reassign it to a specialist for implementation; or if Change Management is required, create a known error. For information about how to do this, see Reassigning the problem investigation or Creating a known error.

If, after conducting the periodic check, it is apparent that a resolution is still not available, record this information in a work information note on the Work Detail tab. For information about how to do this, see Indicating an impasse.

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