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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.

Problem investigation resolution without a change request

This user scenario describes how to resolve a problem investigation without a change request. Incident Management and Problem Management must be installed to follow this user scenario.

Bob Baxter, the problem coordinator for the Calbro Services Payroll service, conducts a incident request review on this service. In the course of the review, Bob discovers that multiple incidents related to performance have occurred over the past six months. Bob assigns the problem investigation to a specialist, Ian Plyment. Ian's problem investigation determines that the anti-virus software on the Payroll service server runs a complete scan of the server every ten minutes. Ian reconfigures the anti-virus software to run only once an hour. Ian then notifies Bob that he has implemented a corrective action to solve the root cause. Bob verifies the corrective action and closes the problem investigation.

The following table describes the typical steps involved in this user scenario:




Problem coordinator

The problem coordinator performs an incident request review. From the Incident console, the problem coordinator creates a custom search with the following characteristics:

  • Service = Payroll
  • Impact => 2-Significant/Large OR 1-Extensive/Widespread
  • Last Resolved Date >= 07/19/2008

    For the purpose of this example, assume today's date is 11/19/2008. The Last Resolved Date used in this example, therefore, is six months ago.

Bob performs an incident request review by searching incident requests registered against the services for which:

  • He is the problem coordinator.
  • That have not yet been linked to a problem investigation.
  • That have been resolved with a workaround.

Problem coordinator

The problem coordinator opens one of the incident request records related to the Payroll service performance issue, and creates a problem investigation. The incident record's details are copied from the incident request record to the Problem form, and a relationship is created between the problem investigation record and the incident request records.

The problem coordinator completes the Problem form.

Bob spots a trend-numerous performance-related incidents have been reported against the Payroll service. Bob creates a problem investigation record directly from one of the incident request records. Creating a problem investigation directly from an incident request record transfers all relevant information from the incident request and automatically establishes the relationship between the incident request and the problem investigation.

Problem coordinator

The problem coordinator relates all the related incident requests to the problem investigation.

Bob then relates the other incident requests to the problem investigation.

Problem coordinator

The problem coordinator assigns the problem investigation to a specialist.

After creating the problem investigation, Bob assigns it to the specialist, Ian Plyment.


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 the anti-virus software on the server runs every ten minutes, which is causing the performance issues. Ian determines the more appropriate frequency for the anti-virus software to run is once an hour.


  1. The specialist implements the solution by changing the problem investigation status to Completed and changing the status reason to Enhancement Request.
  2. The specialist then records details about the investigation.

Because the changes to the anti-virus software configuration do not meet the criteria for the change management process, Ian makes the necessary changes himself and then changes the status of the problem investigation to Completed. To complete the problem investigation, Ian must select a status reason.


  1. The specialist notifies the problem coordinator.
  2. The specialist confirms that the problem coordinator is set as the assigned problem coordinator. Then the specialist changes the status of the problem investigation to Assigned.

Ian notifies Bob about the results of the problem investigation and the corrective action he performed.

Problem coordinator

The problem coordinator performs the analysis review:

On the problem investigation form, the problem coordinator reviews the work information and independently verifies that the changes have corrected the problem.

Bob performs an analysis review and double-checks that the problem has been corrected.

Problem coordinator

The problem coordinator closes the problem investigation:

The problem coordinator reviews the problem investigation form to verify that the details are complete. When the problem coordinator is satisfied that the problem investigation form is complete and correct, the problem coordinator changes the status to Closed.

Bob closes the problem investigation.

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