This documentation supports the 9.0 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Reviewing the problem investigation

When specialists complete their root cause analysis, they assign the problem investigation to a problem coordinator to perform an analysis review.

As the assigned problem coordinator, you open the problem investigation and review the Work Detail tab entries (Work Info tab when using the Classic view).

During the review, determine whether the specialist:

When a structural change was implemented

If the specialist implemented a change and if your review determines the root cause analysis was satisfactory, close the problem investigation.

For information about how to start this process, see Closing the problem investigation.

If you determine the root cause analysis was not satisfactory, reassign the problem investigation back to the specialist, or to another specialist for further investigation. For information about how to do this, see Reassigning the problem investigation.

When Change Management is needed

If the specialist recommends an infrastructure change that requires the involvement of Change Management, determine independently whether the proposed change is justified. This can save time in resolving the problem if Change Management is not really needed.

Change Management must be involved when:

  • Services become unavailable or are degraded during service hours
  • Functionality of a service changes
  • BMC Atrium Configuration Management Database (BMC Atrium CMDB) requires an update

If you agree that Change Management is needed, create a known error and assign it to the Change Coordinator. For information about how to do this, see Creating a known error.

Otherwise, reassign the problem investigation back to the specialist, or to another specialist for further investigation. For information about how to do this, see Reassigning the problem investigation.

When no root cause was found

If the specialist cannot find a root cause, make sure that the reason is recorded in a work information note on the Work Detail tab (Work Info tab when using the Classic view). Make sure, too, that the status of the problem investigation is set to Pending.

If you determine that the analysis was not adequate, reassign the problem investigation back to the specialist, or to another specialist for further investigation

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