This documentation supports the 9.1 version of Service Desk.

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

Resolving a problem investigation

After you implement the solution, resolve the problem investigation. The end result of the investigation might be a known error record or solution record.

To resolve a problem investigation

  1. Open the relevant problem investigation as described in Viewing problem investigations.
  2. Change the Status to Completed.

    Note

    If an infrastructure change is required to permanently resolve the problem, then select Known Error from the Status Reason list in the next step.

  3. Select the appropriate status reason.
    If you select Known Error or Solution Database, the details of the problem investigation are copied to a new known error or solution database entry when you save your changes.
  4. Open the Categorization tab and select the appropriate product categorization.
  5. Click Save to save your changes.
    The status of the investigation is set to Completed.
    • If the status reason for the investigation is Known Error, the Known Error form appears, and details from the problem investigation are copied into the form. Complete the form and save it, as described in Creating a known error.

      Note

      If an infrastructure change is required to permanently resolve the problem, then in the Known Error form, assign the known error to the Change Coordinator to have the change implemented.

    • If the status reason for the investigation is Solution Database, the Solution Database form appears, and details from the problem investigation are copied into the form. Complete the form and save it, as described in Creating a solution entry.

      Note

      If the problem investigation is related to an incident that is not yet closed or canceled, the incident assignee is notified that the investigation is complete.

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