This documentation supports the 9.1 version of Service Desk.

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Process flow and the lifecycle of a problem investigation

Problem Management focuses on determining the root cause of a problem, and on using the Remedy Change Management processes to correct the root cause.The information in this section describes how a problem investigation moves through its lifecycle, from creation to closure. 

Problem management basic process flow 

Watch the following video (8:25) to learn about the basic flow of the problem management process.


Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

Process flow status bar

The Process Flow Status area displays the process flow of the problem investigation within the Problem Investigation form. A diagram shows the stages of a problem investigation in blue. The current stage of the investigation is highlighted in green. The status of the investigation is indicated both by color and text. Process Flow Status area on the Problem Investigation form

Process flow status area
Click the following figure to expand it.

The following figure provides an overview of the problem investigation lifecycle.

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