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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.

Reviewing and updating the problem investigation

As a problem assignee, you assume responsibility for the problem investigation. You become the focal point for communication about the problem. You are responsible for coordinating activity to investigate the problem, start the root cause analysis, and open the problem investigation record. Check that the status of the problem investigation is Assigned, and then set the status to Under Investigation. (The problem investigation status must be Assigned before you can change the status to Under Investigation.)

Review the information included in the problem investigation and any related records to gain a clearer understanding of the problem's background and how it is affecting the service infrastructures associated with it. If you receive an investigation that you think someone else is better suited to review, you can reassign it to that person.

Related topics

Assigning-and-reassigning-problem-investigations

To view notifications of assignments

See the Problem Management console to view all problem investigations and known errors assigned to you. Depending on how your system is configured, you might also receive an email notification that a problem investigation has been assigned to you. 

To view problem investigations assigned to you

  1. On the Problem Management console, from the View By list, select Personal.
    You can also view problem investigations assigned to other people in the support groups you belong to by selecting Selected Groups  (which enables you to select a subset of your groups) or All My Groups (which displays problem investigations for all the support groups you belong to).
  2. From the Defined Searches area, select Problem Investigation  > All Open Problems.
  3. To view additional details about an investigation, select the problem investigation record in the Problems table and then click View.
    The Problem Investigation form appears. You can modify the form and perform other actions, as appropriate.
    You can record the effort that you have spent working on an investigation. If you are not assigned to an investigation, you can record that you have assisted with the investigation. If you do not accept the assignment, reassign the investigation.

To accept an assignment

  1. Open the relevant problem investigation by selecting it from the Problems table and clicking View.
  2. In the Navigation pane, choose Quick Actions > Assign to Me.
  3. Select the support group to which you want the problem investigation assigned.
  4. From the Status field, select Under Investigation.
  5. Click Save.

To search for similar problem investigations

Success

Tip

If you have access to BMC Helix ITSM: Knowledge Management, you can also use it to help you find information to help with the problem investigation. For information about using BMC Helix ITSM: Knowledge Management, see Home.

  1. From the Navigation pane on the Problem Management console, choose Functions > Advanced Search.
  2. In the Advanced Search Selection dialog box, select the type of search you want to perform, and click Select:
    • Search Problem Investigation by Work Info—Searches for problem investigations using fields from the Work Detail tab
    • Search Problem Investigation by Relationships—Searches for problem investigations using fields from the Relationship form
  3. On the search form, provide as much information about the problem investigation as possible, and click Search.
  4. View the matching problem investigations in the table that appears.

To search the knowledge base

If you have access to BMC Helix ITSM: Knowledge Management, you can use information in the knowledge base to help perform tasks such as the root cause analysis. Knowledge can be captured and structured for reuse in a knowledge base. BMC Helix ITSM: Knowledge Management provides a single, centralized, self-service knowledge base for creating and managing structured, consolidated knowledge. For more information about knowledge bases, see Orientation in the BMC Helix ITSM: Knowledge Management online documentation.

  1. With the problem investigation or known error record open, from the Navigation pane, select Functions > Search Knowledge Base
  2. Complete the Knowledge Management search form that appears. For detailed information about how to search for knowledge, see How knowledge articles are found in the BMC Helix ITSM: Knowledge Management online documentation. 

To author a knowledge base entry

When you finish the problem investigation, if you think that publishing the solution in the knowledge base can help future root cause analyses, you can do this from the problem investigation record.

  1. From the Functions area of the Navigation pane, select Create Knowledge.
  2. Complete the Knowledge Management authoring form that appears. 
    For detailed information about how to complete the form, see Creating and publishing knowledge articles in the BMC Helix ITSM: Knowledge Management online documentation.

To document work with a vendor

Use this procedure to track investigations that require vendor support and to indicate when you assign an investigation to a vendor.

Warning

Important

If you assign an investigation to a vendor, communicate with the vendor as needed. Problem Management does not notify the vendor.

  1. Open the relevant problem investigation.
  2. In the Vendor field, indicate the vendor's name.
    • If the vendor is already defined, select the vendor.
    • If the vendor is not listed on the menu, type the vendor's name.
  3. If available, enter the Vendor Ticket Number. 
    The Vendor Ticket Number is a tracking number issued by the vendor's tracking system for the problem investigation that you are assigning to that vendor.
  4. Click Save.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix ITSM: Service Desk 22.1