Managing problem investigations

With Problem Management, you can initiate new problem investigations, perform root cause analysis, define known errors, relate problem investigations to other ticket types, and create knowledge articles. The goal of problem management is to reduce the number and impact of incident requests.

If an incident review uncovers a recurring problem that is triggering incident requests, the problem coordinator creates a problem investigation and assigns it to a specialist.

The following topics describe how to use Problem Management to manage problem investigation through its lifecycle:

• Problem Management interface
• Performing the incident request review
• Creating a problem investigation
• Changing the problem status and setting the status reason
• Assigning and reassigning problem investigations
• Performing the root cause analysis
• Reviewing problem investigations
• Relating problem investigations to other record types
• Creating and reviewing known errors
• Closing the problem investigation and known errors
• Creating reminders in the Problem Management console
• Viewing the audit log for problem investigations and known errors

The following graphic depicts the problem management process: