Resolving a problem investigation

To resolve a problem investigation

1. Open the relevant problem investigation as described in Creating-a-problem-investigation.
2. Change the Status to Completed.
3. Select the appropriate status reason.
   If an infrastructure change is required to permanently resolve the problem, select Known Error from the Status Reason list in the next step.
4. Open the Categorization tab and select the appropriate product categorization.
5. Click Save.
   The status of the investigation is set to Completed.
6. (Optional) 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-and-reviewing-known-errors.
7. (Optional) If an infrastructure change is required to permanently resolve the problem, in the Known Error form, assign the known error to the Change Coordinator to have the change implemented.

To record the known error in a knowledge article

1. Open the BMC Helix ITSM: Service Desk record for which you want to create a knowledge article.
2. Click Functions > Create Knowledge to create a new knowledge article.
3. In the Create Knowledge dialog box, select the required template from the list and click Create. 
   For more information, see Creating knowledge article templates.

4. In the Content tab of the Knowledge article page, enter the appropriate information in the rich text fields.

   Type directly into a field, or click the edit icon at the top-right corner of the field to view the rich text editor with expanded functionality. Some fields have an internal editing toolbar, which you can open by double-clicking inside the text box.
   You can use the View HTML Source option to toggle between entering rich text and HTML code in the text boxes.The following limitations apply to the HTML authoring feature:

   • The HTML editor appears as a dialog box when you select the rich text field that you want to edit. If you click outside the work area on the knowledge article console, the dialog box closes. To access the HTML editor again, select a different rich text field before returning to the one that you want to edit. This also applies if you click the Close button in the dialog box.
   • If you launched the HTML editor dialog box by clicking the button at the top-right corner of a text field, the rich text editor dialog box opens when you close the HTML editor dialog box.
5. Assign the article to a user.
   For more information, see Assigning a knowledge article.

6. Assign the article to a visibility group.

   If you do not specify a visibility group, the article will be visible only to the Author, the Assignee, and other members of the support group that the Assignee belongs to.

   For more information, see How knowledge articles are found.

7. Click the Details tab, and enter the necessary information to add metadata to the article. 
8. (Optional) Click Preview to see what the knowledge article will look like when it is published.
9. (Optional) Add the article to your watch list, if you want to monitor it. For more information about watch lists, see Monitoring the knowledge article changes.
10. (Optional) If you are ready, promote the knowledge article from the In Progress status to the Draft status. 
    On the Status Flow Bar, click the drop-down menu in the highlighted In Progress segment, and select Draft. The In Progress segment of the Status Flow Bar should appear highlighted.
11. Click Save.
12. After creating a knowledge article from an Incident, Problem, or Known Error record, you can click Use or Relate to form a relation with the article. If you entered values in the Resolution Categorization tab of a knowledge article that you create from an incident, the same values are copied to the incident if you click Use. 

To notify the problem coordinator

When you finish the root cause analysis and have recommended (and possibly implemented) a structural solution, notify the problem coordinator that the problem has been solved.

1. Open the relevant problem investigation as described in Creating-a-problem-investigation.
2. Ensure that the Assignee field is set to the name of the problem coordinator.
3. From the Status field menu, select Assigned.