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:
The problem coordinator performs an incident request review. From the Incident console, the problem coordinator creates a custom search with the following characteristics:
Bob performs an incident request review by searching incident requests registered against the services for which:
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.
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.
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 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.
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.
Ian notifies Bob about the results of the problem investigation and the corrective action he performed.
The problem coordinator performs the analysis review:
Bob performs an analysis review and double-checks that the problem has been corrected.
The problem coordinator closes the problem investigation:
Bob closes the problem investigation.