Reviewing problem investigations and known errors

After the specialist completes a root cause analysis of the assigned problem investigation, you review the analysis. During the analysis review, if you determine that the specialist implemented a solution to the problem, you can close the problem investigation. For more information, see Closing-the-problem-investigation-and-known-errors.

You can close the investigation without a solution if you determine that the specialist thoroughly analyzed the problem, but was unable to find a root cause. If you determine the analysis was not adequate, assign the problem investigation back to the specialist for further analysis, or reassign it to another specialist. For more information, see Assigning-and-reassigning-problem-investigations-and-known-errors.

If the specialist proposes a structural solution that requires change management, review the proposal to determine whether this solution is an appropriate course of action. If you agree that a change is required, generate a known error and pass it to the Change Coordinator of the affected service. If you do not agree that a change is required, assign the problem investigation back to the specialist for further analysis, or reassign it to another specialist.

The following graphic shows the analysis review process in BMC Helix ITSM: Service Desk:

Reviewing the problem investigation

When specialists complete their root cause analysis, they assign the problem investigation to a problem coordinator to perform an analysis review. As the assigned problem coordinator, you open the problem investigation and review the Work Detail tab entries.

During the review, determine whether the specialist:

• Implemented a structural change.
• Recommended that a service infrastructure undergoes a change.
• Was unable to find a root cause.

When a structural change was implemented

If the specialist implemented a change and if your review determines the root cause analysis was satisfactory, close the problem investigation. For more information, see Closing-the-problem-investigation-and-known-errors.

If you determine the root cause analysis was not satisfactory, reassign the problem investigation back to the specialist, or to another specialist for further investigation. For more information, see Assigning-and-reassigning-problem-investigations-and-known-errors.

When Change Management is needed

If the specialist recommends an infrastructure change that requires the involvement of Change Management, determine independently whether the proposed change is justified. This strategy can save time in resolving the problem if Change Management is not really needed.

Change Management must be involved when:

• Services become unavailable or are degraded during service hours
• Functionality of a service changes
• BMC Helix CMDB requires an update

If you agree that Change Management is needed, create a known error and assign it to the Change Coordinator. For more information, see Creating-a-problem-investigation-and-known-error.

Otherwise, reassign the problem investigation back to the specialist, or to another specialist for further investigation. For more information, see Assigning-and-reassigning-problem-investigations-and-known-errors.

When no root cause was found

If the specialist cannot find a root cause, make sure that the reason is recorded in a Work Information note on the Work Detail tab. Make sure that the status of the problem investigation is set to Pending.

If you determine that the analysis was not adequate, reassign the problem investigation back to the specialist, or to another specialist for further investigation.

Monitoring a problem's status

The Process Flow Status area on the Problem Investigation form indicates the current stage and state of an investigation. The Process Flow Status area provides a quick visual indicator of the current stage and state of an investigation. When you open an investigation, the Process Flow Status area appears toward the top of the form. For more information, see Learning-about-Problem-Management.

To cancel a problem investigation

1. Open the problem investigation.
2. Update the form, as needed.
3. From the Status field, select Canceled.
4. From the Status Reason list, select a status reason.
5. Click Save.

To review a known error

1. In Mid Tier, from the Defined Searches area of the Navigation pane on the Problem Management console, select Known Error > All Open Known Errors.
2. Click Refresh.
   The Known Errors list is refreshed with all open known errors for the selected Company and View By fields.
3. Select the known error and click View.
4. On the Known Error form, review the details as necessary.