This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

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:

The following graphic depicts the problem management process:

Problem Management.png

 

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