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 (Work Info tab when using the Classic view); 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 (Work Info tab when using the Classic view). For information about how to do this, see Indicating an impasse.